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SSM Global Operations COE – Production Support Engineer

  • 위치
    • Taguig City, National Capital Region
  • 직무 유형 Full time
  • 게시됨
  • Job Requisition JR-202622935

설명

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 PM 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 Engineer provides production support, monitoring, troubleshooting, and technical administration for enterprise applications, infrastructure services, databases, integrations, scheduled jobs, and data flows. The role contributes to system stability, availability, security, business continuity, and timely issue resolution across supported DDS, DVX, D2C2, BPO, and related technology services.


The role focuses on delivering reliable day-to-day IT support and completing assigned business and operational deliverables. Responsibilities include incident and problem management, change and release support, access administration, performance monitoring, backup and recovery support, data validation, documentation, and continuous improvement. The Production Support Engineer works with application teams, database teams, integration teams, vendors, technology partners, and business stakeholders to resolve issues and implement supportable technical solutions.


What You'll Do

  • Implement and support enterprise systems, 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 operational risks. Use enterprise schedulers such as Tidal, AutoSys, Control-M, or comparable tools.
  • Triage and resolve production incidents through first- and second-level troubleshooting, including evidence gathering, ticket updates, escalation, stakeholder communications, closure documentation, and major-incident support. Perform root-cause analysis for recurring issues and contribute corrective and preventive actions.
  • Administer user and service-account access, role assignments, permissions, authentication integrations, privileged-access processes, periodic access reviews, security controls, configuration, patching, and environment readiness.
  • Use SQL to validate data, investigate issues, support data loads, and resolve data-quality or data-flow failures. Support ETL, data pipelines, batch processing, file transfers, REST APIs, JSON/XML exchanges, middleware, integration monitoring, and interface debugging.
  • Support system implementations, releases, infrastructure changes, upgrades, migrations, deployments, integrations, environment onboarding, and production transition activities. Validate prerequisites, implementation results, post-change outputs, and rollback concerns.
  • Support high-availability, business-continuity, and disaster-recovery readiness, including backup checks, recovery procedures, recovery testing, and continuity documentation.
  • Maintain runbooks, knowledge articles, support procedures, configuration and dependency records, support matrices, operational checklists, recovery instructions, and other technical documentation.
  • Work with application, database, integration, infrastructure, cloud, vendor, technology-partner, and business teams to resolve issues, clarify requirements, and complete assigned deliverables. Participate in knowledge transfer, peer reviews, service reviews, and continuous improvement.
  • Track assigned work, incident trends, service-level performance, system health, and improvement opportunities; provide status updates and technical reports to stakeholders and support leadership.
  • Use approved scripting, automation, monitoring, and workflow tools to improve repeatability, reliability, monitoring, and support efficiency; escalate unresolved issues, risks, dependencies, and service impacts through appropriate channels.
  • Perform other related operational and technical duties as assigned.

Your Skills & Abilities (Required Qualifications)

  • Bachelor’s degree in computer science, information systems, engineering, or a related field; equivalent practical experience may be considered.
  • 3–5 years of experience in system administration, production support, infrastructure operations, database operations, application support, data integration, or a related discipline.
  • 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.
  • 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 PM 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 support for high-availability, disaster-recovery, and business-continuity environments.
  • Ability to create and maintain runbooks, technical procedures, knowledge articles, support documentation, and recovery instructions.
  • Strong analytical, problem-solving, organization, and time-management skills, with the ability to follow technical standards, manage priorities, protect production stability, and deliver quality work within agreed timelines.
  • Ability to work independently and collaboratively in a shift-based or on-call support environment.
  • 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.

다양성 정보

General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다.  자세한 정보는 GM 채용 과정 안내를 참고하십시오.

공평한 취업 기회 선언 (미국)

General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다.  자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다. 

숙소 (미국 및 캐나다)

General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 [email protected]으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.