Production Support Engineer II

About This Role

Provide day-to-day support for business-critical systems, ensuring operational stability and quick incident resolution. This role focuses on resolving lower to medium-priority incidents, maintaining system health, and supporting production environment improvements.

Responsibilities

• Identify, troubleshoot, and resolve lower to medium-priority technical issues with guidance from senior engineers.
• Support day-to-day monitoring of system performance using tools like Splunk, Dynatrace, and CloudWatch.
• Collaborate with cross-functional teams to resolve technical incidents and escalate higher-complexity issues.
• Assist in automating routine production support tasks by developing or modifying scripts and tools.
• Maintain documentation for production issues, troubleshooting steps, and system configurations.
• Participate in incident, problem, and change management processes, following ITIL best practices.
• Perform root cause analysis for recurring issues and assist senior engineers in implementing permanent fixes.
• Support the implementation of process improvements to enhance system performance and minimize downtime.
• Assist with mentoring and supporting junior-level engineers.

Requirements

• 4-8 years experience in production support, systems engineering, database engineering or related technical roles
• Experience with IT Service Management (ITSM) tools such as ServiceNow
• Solid understanding of incident, problem, and change management processes
• Proficiency in using monitoring tools like Splunk, Dynatrace, or CloudWatch
• Strong analytical and problem-solving skills
• Ability to work independently on lower-to-medium priority incidents and escalate complex issues

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
• Four to eight years of experience in production support, systems engineering, database engineering or related technical roles.

Nice to Have

• Familiarity with supporting Agile team/processes
• Experience in automation tools and scripting for production support tasks
• Banking or financial services experience

Skills

* Required skills

Benefits