IT Support / Production Support Specialist with ServiceNow

Job Title : Production Support Engineer

Primary Skill : Production Support, ServiceNow, Jira

Experience : 7+ years

CAB and change governanceRelease and deployment coordinationDisaster recovery and resiliency planningIncident and production support managementL1/L2 and on-call coordinationServiceNow, JIRA, Confluence, SharePoint and xMattersLeadership reporting and stakeholder communicationITIL process knowledgeNice to have: Banking or financial services experienceSRE, observability, SLIs/SLOs and error reductionSplunk, Dynatrace, Grafana or AppDynamicsCI/CD and DevOps exposureBusiness continuity and regulatory resiliency knowledgeITIL, SRE or DR certificationCoordinate 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 xMattersSRE and observability practicesL1/L2 and on-call support coordinationCI/CD and DevOpsBanking and financial services domain knowledgeBusiness continuity and regulatory compliance

Regards

Roahinre