Reporting to the Director of L3 Middleware Support, the Software Engineer I for MWS Support will be responsible for keeping all Middleware applications running at optimal performance levels. This includes QDIB, QDRS, ONS, Impact, and Cloverleaf. They will be tasked with resolving support tickets, managing and responding to proactive monitoring solutions, and working with our SDLC teams to understand new features and functionality before they are released to our clients. This role will continually drive software improvements and ensure seamless support of our customers. They will participate in problem triage calls as needed. This role is responsible for the support and troubleshooting of multiple enterprise wide systems.
Coordinating system Infrastructure and Application maintenance, upgrades, and vulnerability management
Ensuring that Production, Dev, QA, and DR environments are available and documented as needed
Managing access to our applications and tools
Escalating IT related issues with internal IT groups and Vendors.
Triaging daily issues (24/7) between all IT, vendor and lab partners to keep system operational
Supporting existing client interfaces to ensure connectivity
Building out of new Client interfaces on existing platforms
Responding to issues in accordance with established Standard Operating Procedures and Service Level Agreements
Communicating proactively with our sales and business partners to assess issues and provide periodic status updates
Performing assessment analysis to identify scope of problems and escalate recurring issues to management
Supporting Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues
Proactively monitoring alerts and resolving issues as required
Maintaining proficiency in application and product expertise.
Keeping abreast of the new Quest Diagnostics technologies and organizational impact
Demonstrating ability to communicate effectively with all levels, including customers, technical personnel and management.
BS/BA degree in Computer Science/Information Systems or related field, or equivalent combination of education and work experience
2-5 years’ experience in technical support and troubleshooting of multiple systems including interface engines, J2EE applications and complex distributed systems.
2-5 years’ Customer Service experience
Experience with ticketing systems such as Remedy or HP Service Manager preferred
Experience with Java, Perl, TCL, SQL, Unix/Linux, HL7, XML, FTP, TCP/IP, SCAPM, Cloverleaf, JBOSS, Weblogic, and WebSphere preferred.
Application experience with MS Windows, MS Office, MS Lync, and MS Outlook.
Excellent proficiency in problem solving and troubleshooting production issues
Excellent interpersonal and communication skills
Excellent organizational, time management, customer service, prioritization and multi-tasking skills
Overnight, Weekend, Holiday supporton-call as required
First Shift Hours – Slight change in shift hours may be required to provide adequate overlap of support coverage
Less than 25% Travel required for training and/or team meetings
The successful candidate should demonstrate our core competencies of
The candidate should also support our desire to move our HTAS organization to a digital mindset. This should include shifting from a traditional mindset to digital with emphasis on:
High Skilled workforce
Familiarity with Cloud, Mobile applications
Ensuring our users experience is mission critical
Supporting Agile and agility within our development and operations.