Production Support Engineer

Responsibilities

• Triage, investigate, and troubleshoot production incidents and service requests. Analyze application behavior, logs, databases, and cloud environments to identify root causes and resolve issues.
• Escalate incidents to appropriate teams when additional expertise is required, while maintaining ownership and driving resolution.
• Monitor application health and respond to alerts in a timely manner.
• Collaborate with development, infrastructure, and business teams to diagnose and resolve technical issues.
• Document troubleshooting procedures, root cause findings, and operational processes.
• Participate in incident management activities and post-incident reviews.
• Continuously learn new applications, technologies, and support processes to expand operational knowledge.

Qualifications

• Robust troubleshooting and analytical problem-solving skills. Ability to quickly learn new systems, applications, and business processes. Excellent verbal and written communication skills.
• Robust interpersonal skills with a positive, approachable, and customer-focused attitude.
• Ability to remain composed and effective during critical incidents and high-pressure situations.
• Proven ability to work independently while collaborating effectively with cross-functional teams.
• Passion for investigating issues and driving them through to resolution.

Nice to have:

• Amazon Web Services (AWS)
• Monitoring and observability platforms such as: Splunk, Grafana, Honeycomb, and AWS CloudWatch
• Control-M job scheduling and automation tools
• Basic scripting experience (PowerShell, Python, Shell, or similar)
• ServiceNow incident and change management processes
• Mainframe technologies and operational support