Production Support / Application Support Engineer

Role: Production Support Engineer

Location: Pittsburgh, PA

Primary Skill: Production Support, ServiceNow, Jira

Work Experience 7-10 Years

Job Requirements

·       CAB and change governance Release and deployment coordination Disaster recovery and resiliency planning Incident and production support management

·       L1/L2 and on-call coordination ServiceNow, JIRA, Confluence, SharePoint and xMatters Leadership reporting and stakeholder communication ITIL process knowledge

·       Nice to have: Banking or financial services experience

·       SRE, observability, SLIs/SLOs and error reduction Splunk, Dynatrace, Grafana or App Dynamics CI/CD and DevOps exposure

·       Business continuity and regulatory resiliency knowledge ITIL, SRE or DR certification

·       Coordinate and represent in CAB, Pre-CAB, LCAB, GCAB, change freeze, and weekly change governance meetings.

·       Prepare and share weekly change reports, significant event updates, and change summaries for leadership stakeholders.

·       Manage release governance activities, including release tracker updates, approval coordination, deployment support, and production readiness follow-up.

·       Serve as Technology Resiliency Coordinator for applications, and related production services.

·       Coordinate DCR, DR, SF DR/FOS, and other resiliency activities to ensure planning, execution, tracking, and closure.

·       Coordinate between L1 and L2 production support coverage, US team rotations, Sunday SoD delegation, weekend support, and off-hours escalation coverage.

·       Oversee incident management for EOP sensitive client incidents, aged incidents, and critical production stability issues.

·       Provide operational guidance to the ECC team and support readiness for expanded critical monitoring responsibilities.

·       Maintain, monitor and govern operational tools and repositories, including xMatters, Confluence, ServiceNow Knowledge, JIRA SDG, SharePoint, SNO dashboards Scale towards SRE adoption by practicing reliability engineering practices such as service health indicators, operational readiness standards, observability, error reduction, and proactive resilience engineering.

·       ServiceNow, JIRA, Confluence, SharePoint and xMatters SRE and observability practices L1/L2 and on-call support coordination CI/CD and DevOps

Alchemy: Transforming Your Professional Vision into Reality

Since our inception in 2013, Alchemy has been dedicated to reshaping organizational performance through innovative IT services. With a vision to empower businesses seeking a transformative edge, we’ve positioned ourselves at the forefront of digitization and software modernization.

Our name reflects our mission: to transmute technology into gold-standard solutions for our esteemed clients. We proudly serve a diverse range of sectors, including IT and ITES, BFSI, Telecom and Media, Automotive, Manufacturing, Energy, Oil and Gas, Real Estate, Retail, Healthcare, and more.

With a global footprint spanning the USA, India, Europe, Canada, Singapore, Japan, and parts of Central and West Africa, we harness a unique blend of competencies, frameworks, and cutting-edge technologies. Together, we drive growth and innovation across industries, helping organizations turn their visions into reality.

Alchemy – Connecting Talent with Opportunities (Diversity, Equity and Inclusion)