Senior Production Support Engineer

Location: Richardson, TX
Work Arrangement: Onsite
Employment Type: Contract
Duration: 12 Months
Experience: 8–10 Years

Job Description

We are seeking an experienced Senior Production Support Engineer to manage enterprise production environments, monitor system health, and provide incident and operational support. The ideal candidate will have strong knowledge of Unix/Linux systems, AWS cloud services, and IT service management processes.

This role involves incident triage and resolution, executing operational changes, monitoring production systems, responding to service requests, and coordinating with cross-functional teams to maintain production availability. The candidate should be proactive in identifying operational improvements, automation opportunities, and process enhancements.

Primary Skills

• Unix/Linux Administration

• Amazon Web Services (AWS)

• IT Ticketing Systems

• Production Support

• Incident Management

Secondary Skills

• Change Management

• IT Service Management

• Production Monitoring

• Cloud Operations

• Runbook Execution

• Knowledge Base Management

• Operational Process Improvement

• Automation

• Microsoft Excel, Word, and Outlook

Key Responsibilities

• Manage, triage, investigate, and resolve production incidents using knowledge articles, documented procedures, and technical expertise.

• Execute approved changes based on change requests, operational instructions, and knowledge base documentation.

• Respond to IT service requests and resolve issues according to established procedures.

• Monitor and execute production processing activities based on requests and operational runbooks.

• Perform continuous monitoring of systems and applications to identify alerts, anomalies, and potential issues.

• Proactively identify production risks and take appropriate action to maintain service availability.

• Coordinate with cross-functional teams to investigate and resolve production issues.

• Escalate incidents to appropriate technical teams and stakeholders when required.

• Support incident management and change management activities.

• Recommend process improvements, operational efficiencies, and automation opportunities.

• Assist with implementing approved process enhancements and automation initiatives.

• Maintain accurate incident records, operational documentation, and ticket updates.

• Communicate effectively with technical teams and business stakeholders.

Required Qualifications

• 8–10 years of experience in production support, IT operations, or infrastructure support.

• Strong knowledge of Unix/Linux operating systems.

• Working knowledge of AWS cloud services.

• Experience using IT ticketing and service management systems.

• Hands-on experience with incident triage, troubleshooting, and resolution.

• Knowledge of incident and change management processes.

• Experience monitoring production systems and executing operational runbooks.

• Ability to coordinate with multiple technical teams and manage escalations.

• Strong written and verbal communication skills.

• Excellent attention to detail and ability to manage multiple priorities.

• Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.

Preferred Qualifications

• AWS Certified Cloud Practitioner certification.

• Experience supporting cloud-based production environments.

• Knowledge of production monitoring and operational support tools.

• Experience identifying automation opportunities and improving IT operational processes.

• Strong understanding of IT service management practices.