Technical Support Engineer

Job Description:

DATA OPERATION/SYSTEM/DATA MODEL SUPPORT (L1-L2)

Manages Issues raised for all applications

Give timely Updates of Issues Resolutions

Support on the access issues concern

Monitored raised issues and provides updates

Coordination with the vendors users and proponents on the issues

Regular updates if have system downtime

Daily Update of Orchestrator jobs status:
Summary report: Every 4:30pm weekdays

Monitors Continuous Integration and Continuous Delivery of the Models via Apache Airflow/Orchestrator
Daily (Included on Summary Report Every 4:30), Weekly (Friday, Summary Report)

Babysit and accept newly production Models
1 week SLA before moving to production pipeline

Update the workflow to cater to the changes that are required

Test the configurations based on the business user requirement
i. Functional tests
ii. Performance tests
iii.Periodic Health Check and Testing of Environments (ML) : Monthly

Document changes to the configurations
Update Documents on Model Versioning

Document the test scenarios and load it to knowledge support

SW DEV SUPPORT

Creating and implementing the source code of new applications based on agreed requirements.

Configure, manage, and implement operating systems.

Researching, designing, implementing, and managing software programs.

Application & Dashboard Development and Implementation depending on the agreed SLA
Project: With respect to the agreed SLA and scope together with Team Lead.

Testing and evaluating programs

Implement system integrations on different integration techniques

Train end users properly so their job becomes easier with this new tool

Application & Dashboard Documentation and Knowledge Transfer
Documentation: 1 week after delivery with acceptance
KT: 2 weeks of babysitting training program

Conduct training for user adoption
b. Create and modify training materials
c. Document process change if any

API Development, Testing and Implementation based on requirements

Sprint review

Sprint retrospective

Job Qualifications:

• Manage and resolve issues raised for all supported applications.

• Provide timely updates regarding issue resolutions.

• Assist in addressing access-related concerns.

• Monitor and track reported issues, ensuring regular status updates.

• Coordinate effectively with vendors, users, and proponents regarding issue resolution.

• Provide consistent system downtime advisories and updates.

• Monitor and report the status of Orchestrator jobs:

  • Daily Summary Report: Submitted by 4:30 PM on weekdays.

• Oversee Continuous Integration and Continuous Delivery (CI/CD) processes for models via Apache Airflow/Orchestrator:

  • Daily monitoring (included in 4:30 PM report)

  • Weekly reporting every Friday

• Support and monitor newly deployed production models:

  • Maintain a 1-week Service Level Agreement (SLA) before integrating them into the production pipeline.

• Update workflows to reflect required business changes.

• Conduct configuration testing based on business user requirements:

  • Functional Testing

  • Performance Testing

  • Periodic Environment Health Checks (Machine Learning) – conducted monthly

• Document all configuration changes and maintain updated model versioning records.

• Prepare and maintain test scenario documentation and upload them to the knowledge base.

• Design, develop, and implement source code for new applications according to agreed requirements.

• Configure, manage, and implement operating systems as required.

• Conduct research, design, implementation, and management of software programs.

• Develop and deploy applications and dashboards in line with agreed SLAs and project scope in coordination with the Team Lead.

• Perform program testing and evaluation.

• Execute system integrations using various integration techniques.

• Provide comprehensive user training to ensure efficient adoption of new tools.

• Prepare complete application and dashboard documentation:

  • Documentation to be submitted 1 week after delivery and acceptance

  • Knowledge Transfer (KT) to include 2 weeks of babysitting and training

• Develop and revise training materials and user guides.

• Document any process changes as needed.

• Develop, test, and implement APIs based on defined requirements.

• Participate in:

  • Sprint Reviews

  • Sprint Retrospectives