Production Support Specialist (L1 & L2)

What is Equisoft? Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts.  With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation.

Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that’s not enough, then check out these other perks below:   

• Hiring Location: Colombia

• You are welcome to work 100% remote  

• Internal job title: Production Support Specialist

• Full-time Permanent Role 

• Benefits available day 1: Medical, Dental and Telemedicine Program

• Number of hours per week: 40

• Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)  

Role: The Production Support Specialist (L1 and L2) reports to the Manager, Production Support and works closely with a team of 20 specialists between Production Support Level 1, 2 & 3, Release Coordinators and Service Delivery Managers. The incumbent is responsible for all client facing application production support and incident resolution. Will also be responsible for ensuring optimal performance and stability of our insurance applications across multiple product lines. The incumbent performs a wide variety of technical troubleshooting and engineering work, including software deployment, software configuration and system monitoring. 

Your Day with Equisoft:   

• Work with customer (insurance & financial compagnies) requests and tickets (usually as an escalation point) multitasking multiple daily operations.  This includes high severity tickets that require a quick/professional response and an analytical approach to problem solving.

• Maintain application integrations between product suites and customer integrations.

• Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.

• Manage proactive ready-for-business checks, identify and fix gaps, and respond promptly to failures.

• Perform root cause investigations and the implementation of corrective measures.

• Partner with DevOps, IT and product teams to drive stability, operational excellence, and a culture of efficiency.

• Improve application stability with the design, development and implementation of application monitors and alerts and automations.

• Assist with the development of both internal and external (Client facing) technical / user documentation.

• Work with our Release Coordinator to perform our production releases for various products/services on behalf of our clients.

• Maintain consistent communication with business stakeholders through the incident and problem resolution processes.

• Follow procedures, and continually improve internal processes for maintenance of solutions that are in production.

• Work on-call every other weekend (twice a month)

Requirements:   

Technical  

• Bachelor’s degree in computer engineering or information Technology or College Diploma combined to 3 years of relevant experience.   

• At least 5 years of experience in Java software design, application development, systems integration and SQL programming is required.

• Experience in a Production Support helpdesk or similar Client facing role

• Object-Oriented Programming (Java or equivalent)

• Strong experience with Linux Operating system

• SQL scripting & Databases experience (Microsoft SQL Server, Oracle Database)

• Experience and skills in Cloud Architecture environments such as Microsoft Azure, AWS, Oracle Cloud

• Excellent knowledge of English & Spanish (spoken and written)   

Soft skills  

• A client-focused, service-minded approach and a strong sense of urgency.

• Sense of organization and prioritizing    

• Analytical and problem-solving skills    

• Ability to communicate, write and synthesize information.    

• Ability to multi-task in a rapid-paced environment   

• Team spirit, tact, diplomacy, autonomy, rigor, and discipline 

Nice to Haves:   

• Experience working with XML/JSON structures

• Knowledge of the insurance industry

• Experience or Knowledge in OIPA (Oracle Insurance Policy Administrator)

• Experience working with XML/JSON structures

• Familiarity with any of our internal tools such as Git, JIRA, Confluence, PagerDuty, Zendesk, MS Teams & Slack

• Previous experience with Python

• Experience with ESOA (WSDL, SOAP, WS-*)

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status