UPC Insurance

Production Support Engineer

Job Locations US-FL-St. Petersburg


Summary:  As Production Support Engineer you will have five main functional areas: Change Management, Assigned Projects, Configuring Server Environments for Applications in Production and UAT, Software Testing, and Production Support. Your team’s responsibilities include responding to production issues, daily application maintenance, incident resolution and process improvement, disaster recovery activities, application monitoring strategy, and overall application stability. You will participate and drive production outage resolution, ensuring the right support staff are engaged and executive communications are sent, be responsible for team and application metrics and the quality of the data supporting them. Applications in this portfolio may include a combination of in-house developed, locally hosted, and SaaS systems.  Overall experience Bachelor’s Degree in Information Technology or equivalent combination of four years of IT education and work experience.


Essential Duties/Responsibilities:

  • Become a system SME and drive Incident Management resolution/engagement
  • Collect and analyze system and process metrics
  • Identify, report and aid in the diagnosis and resolution to problems with production job execution
  • Coordinate with end users, IT personnel, and vendors in planning and executing changes to the production schedule
  • Update and maintain documentation on Production Control processes
  • Produces monthly reports on production processes
  • Drive improvements to production processes
  • Interpret written business requirements from PMO and technical specification documents to design and develop technical solutions that meet business needs
  • Collaborate with IT and Business partners to design, develop, and troubleshoot end to end technical solutions/automations
  • Investigate, analyze and document reported defects – raising issues as appropriate
  • Effectively manage a queue of incidents/problems/changes in our ITSM system
  • Perform maintenance of developed automations/scripts
  • Create and maintain technical documentation and work instructions for helpdesk team members

Supervisory Responsibilities:

  • The position will have supervisory responsibilities
  • The position receives guidance with respect to overall objectives
  • Some of the work is completed independently within corporate or department policy guidelines to achieve assigned objectives


Required Skills:

  • Strong attention to detail and documentation
  • Strong time management, organizational and priority setting skills
  • Strong interpersonal/verbal and written communication and typing skills
  • Excellent customer service skills
  • Ability to analyze information and develop a comprehensive work plan
  • Ability to work calmly and successfully under pressure
  • Ability to work in a fast-paced team-oriented environment
  • Must be physically able to lift or move items up to 50 pounds

Education and/or Experience:

  • Bachelor’s Degree in Information Technology or equivalent combination of four years of IT education and work experience
  • Three years of relevant work experience related to Production Control/Operations
  • Demonstrated time management, organizational and priority setting skills
  • Demonstrated interpersonal/verbal and written communication skills
  • Demonstrated success in a Fast-Paced Team oriented environment

Preferred knowledge requirements:

  • Knowledge of Service Now or other ITSM tool
  • Knowledge in Monitoring tools such as SolarWinds or OmniCenter
  • Knowledge of RDMS (like SQL Server)
  • Microsoft/ITIL/DevOps Certified
  • Experience with C#, VB Script, Batch script, and/or PowerShell
  • Experience with EDI automations
  • Knowledge of Windows 2012 R2 or above operating systems
  • Knowledge of networking concepts to troubleshoot system issues (OSI model)
  • Experience in Insurance industry preferred
  • Hands-on experience w/ automating manual processes
  • Team Player with willingness to collaborate beyond immediate team and work with key partners in peer IT


Performance criteria shall include achievement of tasks set out in the position description, annual major objectives, and the completion of special assignments including:

  • Building Rapport
  • Client/Customer Awareness
  • Interpersonal Relations
  • Integrity
  • Listening Skills
  • Organizing/Planning Ability
  • Personal Work Ethic
  • Analytical Skills


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