SSM Global Operations COE – Production Support Senior 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 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,