Sr Platform Engineer
- Hiring from
- United States
- Work type
- Hybrid
- Posted
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Consumers Energy is Michigan’s largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7.
Location: This is a hybrid (virtual/onsite) position with required onsite days on Monday, Tuesday and Thursday assigned to the One Energy Plaza Headquarters located in Jackson, MI. The selected candidate must be within a commutable distance or willing to relocate (relocation package is available for those that qualify).
General Summary of Job Responsibilities
The SAP BASIS/Redwood Senior Platform Engineer is an advanced engineering role, responsible for ensuring a managed service is provided to all clients and that their SAP BASIS and Redwood Platforms and other business-critical software remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated application-based incidents and problems to restore these services to clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide clients with almost immediate resolution without breaching the service level agreement (SLA). The role focuses on fourth-line support for escalated incidents and requests with a high level of complexity.
The SAP BASIS/Redwood Senior Platform Engineer ensures contracted Managed Services outcomes are delivered to the client and may also contribute to or support project work as well as daily operational support activities.
Essential Duties and Responsibilities
- Monitors work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
- Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks and resolve escalated incidents and requests within the agreed SLA.
- Identifies, investigates, and analyzes issues and errors before or when they occur and logs all incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides support for escalated incidents and requests, identifies root causes, and responds to tickets where third-line engineering teams were unable to resolve the problem.
- Shares and documents knowledge to resolve issues and transfers knowledge to other engineers.
- Communicates with other teams and clients to extend support.
- Acts as an emergency support contact as needed for critical client and business-impacting issues.
- Ensures the shift handover process highlights key escalated open tickets and upcoming operationally critical tasks for the next shift.
- Supports, tracks, and documents change implementation.
- Provides timely escalation of tickets to management with ongoing updates, where applicable.
- Identifies and implements opportunities for effort optimization and works with automation teams to automate routine tasks.
- Gathers relevant information, applies technical knowledge, and uses highly technical troubleshooting tools, content, and analytical practices.
- Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
- Coaches Service Desk, Operations Centre, and L3 teams, offering technical expertise and transferring work to other engineering teams.
- May manage and implement projects within the technology domain, delivering effectively and promptly according to client requirements and timelines.
- May implement and deliver Disaster Recovery functions and tests.
- Performs other duties as deemed necessary.
Knowledge/Skills/Abilities
- Expertise in SAP BASIS Administration, SAP upgrades, migrations, and HANA DB Administration.
- Expertise in Redwood scripts development & job scheduling
- Familiarity with the Redwood cloud SaaS platform – RunMyJobs(RMJ).
- Excellent proficiency in change management processes, with the ability to plan, monitor, and execute changes while clearly identifying risks and mitigation plans in the change record.
- Deep technical skills in packaged application technologies such as ERP, middleware, and other business-critical software.
- Excellent client service orientation and passion for achieving or exceeding expectations.
- Excellent written and verbal communication skills.
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance while considering changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work extended hours when necessary.
- Ability to apply active listening techniques, including paraphrasing to confirm understanding, probing for relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understand their requirements, and create a positive experience throughout the client journey.
Education/Experience
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Bachelor's degree in a technical field and 4+ years of experience in a platform engineer role;
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[OR] Associate's degree in a technical field and 6+ years of experience in a platform engineer role;
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[OR] High school diploma and 8+ years of experience in a platform engineer role.
Preferred Qaulifications
- SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver.
- SAP Technology Consultant.
- SAP Certified Technology Associate - SAP HANA 2.0.
- Redwood RunMyJobs Automation Specialist
- Advanced Managed Services experience.
- Advanced knowledge and experience with ticketing tools, preferably ServiceNow.
- Experience working in multiple large global enterprise client outsourcing projects.
- Advanced vendor management experience.
- Track record of effective shift-left work management skills, moving work to junior levels.
- Advanced experience and understanding of the IT industry and IT service management standards.
- Advanced experience in more than one area of expertise.
- Advanced experience with emerging technologies and trends impacting IT operations.
- Advanced experience managing application technologies such as ERP, specifically SAP, middleware, and other business-critical software.
Why should you join our team?
At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.
What we offer:
- Competitive compensation packages
- Medical, Dental and Vision
- 401k with company match
- Paid parental leave
- Up to 13 paid Holidays
- Paid time off
- Educational Assistance Program
Diversity, Equity & Inclusion:
We, at CMS Energy, value Diversity, Equity, & Inclusion. It is part of our DNA. We treat our employees with respect, we treat each other fairly and we value the opinions of others. We are passionate about building and nurturing an environment where everyone feels included. We don’t discriminate. We seek to learn about each other and better understand our unique differences. Our uniqueness makes us authentic. We create safe spaces where everyone can be who they truly are. We invite difficult conversations and uncomfortable topics. We value diverse perspectives; this is what makes us great together. We harbor an inclusive environment where employees feel empowered to share their backgrounds, experiences, and ideas. Our Employee Resource Groups, Women in Energy (WE), Minority Advisory Panel (MAP), Pride Alliance of Consumers Energy (PACE), GENERGY (Different Generations), capable (Different Abilities), Interfaith, People Planet Partners, and Veterans Advisory Panel (VAP) are key enablers to living the values of our company culture: Caring, Empowered, Deliberate, Agility, and Ownership.
All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.
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