SSM Global Operations COE - Production Support Senior Engineer

Description
Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
Work Arrangement: This position is categorized as hybrid on NIGHT SHIFT, 8:00 PM to 5:00 AM PH. This means the successful candidate is expected to report to the GM Philippines office three times per week (or other frequency) as dictated by the business.
The Role
The Production Support Senior Engineer provides end-to-end production support, sustainment, monitoring, troubleshooting, and technical administration for enterprise applications, infrastructure services, databases, integrations, scheduled jobs, and data flows. The role ensures system stability, availability, security, business continuity, and timely issue resolution across supported DDS, DVX, D2C2, BPO, and related technology services.
The role partners with senior IT stakeholders and leaders responsible for IT solution support to align priorities, communicate operational risks, and drive effective service outcomes. It manages operational activities across the service lifecycle, translates requirements into reliable, supportable, and strategically aligned technical solutions, and provides operational insights and recommendations for IT solution decisions, service improvements, and long-term sustainment. The role also leads team coordination, capacity planning, prioritization, coaching, and service-delivery administration.
What You'll Do

• Provide end-to-end support, sustainment, monitoring, troubleshooting, and technical administration for enterprise applications, infrastructure services, databases, integrations, scheduled jobs, and data flows in accordance with approved technical, security, access-control, change-management, monitoring, backup, recovery, and IT service-management procedures.
• Monitor application, infrastructure, database, integration, and scheduled-job health; analyze alerts, logs, job results, and system metrics to identify faults, performance degradation, capacity concerns, and emerging operational risks. Manage or support enterprise schedulers such as Tidal, AutoSys, Control-M, or comparable tools.
• Lead production-incident response from triage through resolution, including technical investigation, evidence gathering, ticket updates, escalation, stakeholder communications, recovery activities, and major-incident coordination. Perform root-cause analysis and drive problem-management actions to prevent repeat incidents.
• Administer and support user and service-account access, role assignments, permissions, authentication integrations, privileged-access processes, periodic access reviews, security controls, configuration, patching, and environment readiness.
• Support database and data-integration operations, including SQL execution, data validation, performance analysis, data loads, data-quality and data-flow troubleshooting, ETL, batch processing, file transfers, REST APIs, JSON/XML exchanges, middleware, integration monitoring, and interface debugging.
• Support application releases, infrastructure changes, upgrades, migrations, deployments, integrations, environment onboarding, and production transition activities by reviewing implementation plans, validating prerequisites, coordinating approvals, performing post-change checks, and supporting rollback when required.
• Support high-availability, business-continuity, and disaster-recovery readiness, including backup validation, recovery procedures, recovery testing, and continuity documentation.
• Maintain runbooks, knowledge articles, support procedures, system diagrams, configuration and dependency records, change records, support matrices, operational checklists, recovery instructions, and other service documentation.
• Engage senior IT stakeholders, solution-support leaders, technology partners, application, database, integration, infrastructure, cloud, vendor, and business teams to translate requirements into practical, supportable, and strategically aligned solutions. Communicate operational risks and provide recommendations that support IT solution decisions, service improvements, and long-term sustainment.
• Track operational metrics, service-level performance, incident trends, system health, workload demand, and improvement opportunities; provide regular status reports and operational insights to leadership, technology partners, and business stakeholders.
• Lead and coordinate team members performing operational support activities by establishing ownership, balancing workloads, reviewing queues, coordinating shift coverage, following up actions, and escalating capacity concerns.
• Perform capacity planning and resource forecasting by assessing workload demand, staffing availability, skills coverage, planned releases, support volumes, service-level commitments, dependencies, competing initiatives, and anticipated operational risks. Prioritize and assign work based on business impact, severity, team capacity, and delivery commitments.
• Coach and mentor team members through technical guidance, structured feedback, knowledge sharing, onboarding support, peer reviews, knowledge-transfer sessions, service reviews, and continuous improvement initiatives.
• Automate repetitive support activities and improve monitoring, reliability, scalability, repeatability, and support efficiency using approved scripting, job-scheduling, monitoring, and workflow tools.
• Support team administration, including work allocation, attendance or shift-coverage coordination, access and onboarding requests, training tracking, time or activity reporting, performance inputs, utilization tracking, resource planning, and other administrative activities required for service delivery.
• Perform other related operational and technical duties as assigned.

Your Skills & Abilities (Required Qualifications)

• Bachelor's degree in computer science, information systems, engineering, data management, or a related field.
• 5-8 years of experience in production support, application support, infrastructure operations, database operations, data integration, or a related discipline, including experience supporting enterprise production services.
• Strong SQL proficiency, including querying, troubleshooting data issues, data validation, performance analysis, and working with relational databases such as Oracle, SQL Server, PostgreSQL, DB2, Teradata, Sybase, or similar. Understanding of data models and data-quality validation is required.
• Experience with ETL and data integration, including data pipelines, batch processing, file transfers, API integrations, and troubleshooting data-flow failures.
• Working knowledge of REST APIs, JSON/XML, middleware concepts, integration monitoring, and interface debugging.
• Experience with production-support and incident-management practices, including root-cause analysis, log analysis, monitoring tools, incident triage, ticket management, problem management, and production recovery.
• Working knowledge of ITIL or comparable service-management practices, including Incident, Problem, Change, and Release Management.
• Experience with enterprise job schedulers such as Tidal, AutoSys, Control-M, or comparable tools, including batch-processing support.
• Basic understanding of Java or .NET applications, web services, and distributed-system concepts in a production-support environment.
• Demonstrated ability to lead or coordinate technical team members, establish ownership, balance workloads, prioritize competing requests, coach colleagues, and support routine service-delivery administration.
• Experience with capacity planning, resource forecasting, work allocation, task tracking, operational performance follow-up, and service-delivery prioritization.
• Strong written and verbal English communication skills, with the ability to explain technical issues, risks, recommendations, and status clearly to senior IT leaders, technology partners, business stakeholders, and technical and non-technical audiences.
• Willingness to work on night shift (8:00 PM to 5:00 AM PH).

What Will Give You A Competitive Edge (Preferred Qualifications)

• Experience with Azure, Databricks, Data Lake, or comparable cloud and modern data-platform technologies.
• Familiarity with NoSQL or distributed-data technologies such as Hadoop, Cassandra, Spark, Kafka, or comparable platforms.
• Familiarity with database access controls, metadata, backup and recovery, availability, and sustainment practices, including high-availability, disaster-recovery, and business-continuity environments.
• Scripting or automation experience using PowerShell, Python, SQL, or similar technologies; experience improving monitoring, workflow, or support efficiency is an advantage.
• Dealer or sales-systems domain knowledge, including dealer data, vehicle orders, inventory, distribution, retail-sales processes, dealer/vendor data exchanges, order management, and dealer-facing application support.
• Ability to create and maintain runbooks, technical procedures, knowledge articles, system diagrams, support documentation, and recovery instructions, together with strong analytical, problem-solving, organization, and time-management skills.
• Ability to work independently and collaboratively in a shift-based or on-call support environment while maintaining sound escalation judgment.
• Practical exposure to artificial intelligence and generative AI tools, with demonstrated use of AI in day-to-day business or technology solutions such as research, analysis, troubleshooting, automation, documentation, or workflow improvement. Familiarity with responsible AI practices, including data privacy, security, validation of AI-generated outputs, and human oversight, is preferred.

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