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 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 tran