SSM Global Operations COE – Production Support Engineer

Job 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 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 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 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.

About GM

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Why Join Us

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