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Production Support Manager


Wyomissing, PA, US

Company:  UGI Energy Services, LLC

UGI Energy Services supplies and markets natural gas, liquid fuels, and electricity to 40,000 customer locations across the Mid-Atlantic and Northeastern US.

We are a supplier, marketer, and midstream services provider – one backed by 135 years of natural gas experience, plus our own expanding energy infrastructure. Along with buying and selling energy commodities at the wholesale level, UGIES owns and operates key electric generation and midstream natural gas assets throughout Pennsylvania.

With headquarters and supply sources near the heart of the Marcellus Shale, UGIES is well positioned to meet the changing energy demands of commercial, industrial, institutional, and government customers for years to come.


We offer comprehensive benefits, some of which are:

  • Paid Vacation time starts with 3 weeks off
  • 8 Paid Holidays
  • Sick time
  • Short term & Long term disability
  • Medical plan options from Aetna and Blue Cross
  • Vision coverage from Vision Benefits of America
  • Dental coverage from United Concordia
  • Extended Maternity Leave - 8 weeks pay at 100% with the option of 2 more weeks paid at 100% or 4 weeks paid at 50%
  • Paternity Leave - 2 weeks pay at 100% or 4 weeks pay at 50%
  • Company provided 401K match of 100% of the employee's 5% contribution
  • Tuition Reimbursement of 80% of tuition costs capped at $6,300 per year
  • Pet Plan Insurance

Overview: Reporting to the Director of IT, this position will be responsible for managing a staff of production support who are proficient with UGIES systems operating on various platforms. Production support is responsible for maintaining the availability and performance of our production environment and systems, performing quality assurance testing, source code migration to production environment while delivering high quality support for business. This position will work closely with the infrastructure team to coordinate changes that impact our production environments as well as incident resolution.  


Duties and Responsibilities:

  • Work actively with production team members to analyze, identify and resolve application issues in a timely manner. This involves coordination with escalation to development and external teams where necessary. This team owns all issues escalated to IT until resolved or a workaround is provided to business users
  • Will be responsible for defining SLA’s and enforce proper communication to the business on changes being available
  • Work closely with the infrastructure team on patch management process and upgrades to ensure appropriate testing and coordination to minimize risk to production environments
  • Ensure participation in EDI Working Groups, documenting changes that will have an impact on current standards and communicating to business users
  • Monitor and take appropriate actions on exceptions generated by batch jobs across all systems. Create reports and provide metrics to management
  • Work closely with ITGC team ensuring we are in compliance with ITGC standards, providing evidence and documents as required
  • Provide production incident reports to IT management outlining the systems impacted. Provide an effective monthly status report that identifies discrepancies in the health of production systems
  • Identify areas of improvisation across all applications thereby improving stability and performance
  • Observe and identify patterns of recurring failures and make appropriate suggestions to application owners or infrastructure members on permanent fixes
  • Identify alerts and processes that can be automated by developing standalone solutions
  • Actively participate in change management process with effective communication to business users. Responsible for ensuring the Change Management procedures are adhered to for all changes deployed to Production
  • Minimize operational errors and gain efficiency by building runbooks. Update knowledge repository, documentation and ensure information regarding any support related activities or issues are available and easily accessible
  • Improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of problems
  • Provide leadership to subordinates including assigning and managing work, monitoring performance, and conducting performance appraisals
  • Maintain an inventory of all production environments (databases, servers and user accounts)
  • Conduct team meetings and provide organizational updates to production support and keep track of task completion
  • Other duties, as assigned


Knowledge, Skills and Abilities:

  • Willing to learn and troubleshoot/support proprietary technologies not available through market place
  • Understanding of tables, views, indexes, and stored procedures. Proficient with structured query language, transactions, query plan analysis and database troubleshooting. Databases would include Oracle and SQL Server. Knowledge in working with the tools like TOAD, Export/ Import, SQL * Loader
  • Experience in programing (JAVA, VB.NET) and web development experience (HTML/CSS/Jscript)
  • Hands-on experience understanding source code. Good understanding across OS, utilization, event logs
  • Solid track record in an operational/support role, understands incident/problem/change management and how to drive stability across organizations
  • Strong ownership mentality with a focus on customer satisfaction and CSI
  • Self-starter; takes initiative and can work independently


Education and Experience Required:

  • Bachelor's degree (U.S. or equivalent) and Five (5) years of software development experience
  • Source code management tools like BitBucket or any other CI/CD tools
  • Experience in ticketing management system
  • Strong problem solving skills with ability to analyze and understand data
  • Keen focus on metrics and trend analysis
  • Exceptional oral and written communication skills, ability to communicate clearly and concisely

UGI Energy Services, is an Equal Opportunity and Affirmative Action Employer.  The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, veteran status, or any other legally protected class in its practices.

Nearest Major Market: Reading PA

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