Production Support Specialist
Lead I - Production Support
Who We Are:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.
UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.
With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.
Visit us at UST.com.
You Are:
The Production Support Specialist plays a critical role in ensuring the stability and availability of mission-critical production systems. This position is responsible for ongoing monitoring, identifying and responding to incidents, and supporting the resolution of issues that impact service delivery. The specialist will lead SWAT calls during high-priority incidents, manage the incident ticketing process, and collaborate with cross-functional teams to restore service levels as quickly as possible. The role also includes managing infrastructure upgrades, validating and overseeing SSL certificate management, and ensuring readiness for peak operational periods, such as year-end or other high-traffic times.
The Opportunity:
· Monitor and manage the health and stability of production systems on an ongoing basis.
· Lead SWAT Calls (specialized emergency response calls) to address critical incidents and minimize downtime, ensuring the stability of systems and applications.
· Initiate and drive TOC Calls (technical operations calls) when outages occur, prioritizing critical incidents (Priority 1, 2 & 3) to ensure prompt resolution and minimal service disruption.
· Oversee and manage the ticket workflow for incidents, especially Priority 4 & 5, ensuring proper tracking, follow-up, and resolution within established SLAs.
· Provide critical support and validation during Infrastructure Upgrades and Maintenance to ensure seamless transitions and minimal disruption to services.
· Manage SSL Certificate Management, ensuring timely renewal and proper configuration to maintain secure communications.
· Ensure the Operational Readiness of systems and processes, particularly during peak periods (e.g., 1/1 or other high-traffic times), to ensure that infrastructure supports increased loads and system reliability.
· Act as the liaison between Helpdesk, Development, Business, and Account Management teams to ensure effective communication and resolution of production issues.
· Facilitate the coordination of cross-functional teams to resolve incidents and implement improvements.
· Assist in the creation and maintenance of Application Recovery Guides (ARGs) and conduct disaster recovery (DR) activities to ensure business continuity in case of major system failures.
· Validate and manage PHI (Protected Health Information) issues, ensuring that all incidents involving sensitive data are handled according to compliance standards and regulations.
· Provide key Stability and Availability Metrics, helping to track and report system uptime, performance, and overall reliability to stakeholders.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need:
· Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.
· 6+ years of experience in production support, including on-prem and cloud-based systems management.
· Hands-on experience with key production support tools and technologies such as Wily, Tivoli, HP BSM, Splunk, and Datadog for application and system monitoring.
· Expertise in managing MQ, DataPower, Apigee, and Microservices for API management, message queuing, and microservices architectures.
· Proficiency in security protocols, including OAuth, SSL, and HTTP, to ensure secure and efficient communication within production environments.
· Experience with containerization technologies, specifically Docker, and Redis for performance optimization and caching.
· Strong understanding of WebSphere Application Server and Java, with the ability to troubleshoot and optimize Java-based applications.
· Experience with incident management using ServiceNow (SNOW) for ticketing, change management, and issue resolution workflows.
· Hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud and proficiency in managing resources, scaling applications, and ensuring high availability.
· Strong troubleshooting and root cause analysis skills, with the ability to quickly identify, resolve, and document issues in a production environment.
· Desirable Skills:
· Familiarity with disaster recovery (DR) processes and the ability to perform DR activities to ensure business continuity.
· Experience in operational readiness, ensuring that systems are prepared for peak operational periods and critical infrastructure upgrades.
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $81,000-$123,000
Benefits
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
What We Believe:
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honor our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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