Middleware System Support Engineer

Sar Tech - Farmington Hills, MI

Full-time

Hybrid - Farmington Hills, MI

Professional, Scientific, and Technical Services

About the position

The System Support Engineer at Delta Dental Plan of Michigan is a pivotal role responsible for the administration and maintenance of middleware software solutions, enterprise email and instant messaging systems, web applications, enterprise directory services, and other ancillary applications. This position is crucial for ensuring system stability and optimal performance across various platforms. The engineer will be tasked with applying necessary patching and updates, providing technical support, and managing incidents for enterprise-wide applications. In addition, the role involves significant participation in change management processes, performance monitoring, and optimization efforts, contributing to the continuous improvement of systems and processes within the organization. As a System Support Engineer, you will be expected to administer middleware, email, instant messaging, web applications, and directory services to ensure they function optimally. You will also manage and support enterprise storage and backup systems, maintaining system integrity and availability. The engineer will act as the primary administrator and level 1 and 2 approver for all Application Support Services change management processes, which includes system configuration, tuning, and optimization. Analyzing transaction tracing, synthetic and real user monitoring, and network performance data will be part of your responsibilities to respond to incidents and resolve technical issues effectively. In this role, you will serve as the first responder to all incidents involving supported applications, ensuring timely and effective resolution. You will assist in the collection and analysis of performance monitoring data to improve system efficiency and create, update, and maintain departmental work instructions to ensure consistency in operations. Additionally, you will perform technical Proof of Concepts (POCs) for evaluating and integrating new tools and services, participate in departmental projects, and offer your technical expertise and system support. Researching technical issues and providing recommendations for resolution and process optimization will also be key components of your job.

Responsibilities

• Administer middleware, email, instant messaging, web applications, and directory services to ensure optimal functionality and performance.
• Manage and support enterprise storage and backup systems to maintain system integrity and availability.
• Act as the primary administrator and level 1 and 2 approver for all Application Support Services change management processes, including system configuration, tuning, and optimization.
• Analyze transaction tracing, synthetic and real user monitoring, and network performance data to respond to incidents and resolve technical issues.
• Serve as the first responder to all incidents involving supported applications, ensuring timely and effective resolution.
• Assist in the collection and analysis of performance monitoring data to improve system efficiency.
• Create, update, and maintain departmental work instructions to ensure consistency in operations.
• Perform technical Proof of Concepts (POCs) for evaluating and integrating new tools and services.
• Participate in department projects, offering technical expertise and system support.
• Research technical issues, providing recommendations for resolution and process optimization.

Requirements

• Strong knowledge of enterprise backup and storage systems.
• Proven ability to independently analyze and resolve complex technical issues.
• Excellent communication skills for effectively interacting with internal and external stakeholders.
• Ability to provide on-call support 24/7 with occasional travel to enterprise sites.