Senior Production Support Engineer

Project description

Join a high-performing Production Support team responsible for maintaining and enhancing critical enterprise applications supporting business operations. The role involves providing L2/L3 application support, managing production incidents, driving problem resolution, and ensuring high availability of .NET-based applications, APIs, and microservices. You will work closely with development, infrastructure, QA, and business teams to troubleshoot complex issues, support releases, and maintain operational excellence within a fast-paced production environment. The position requires strong expertise in ServiceNow ITSM processes, release management, SQL Server support, monitoring and alerting tools, and production support best practices. The engineer will play a key role in incident management, root cause analysis, change implementation, SLA adherence, and continuous service improvement initiatives while supporting business-critical systems and customer-facing applications.

Responsibilities

• Provide L2/L3 production support for enterprise applications with a focus on incident, problem, and change management. Manage and administer ServiceNow tickets, workflows, dashboards, and support processes. Drive release management activities, including deployment planning, validation, rollback readiness, and post-release support. Troubleshoot and resolve complex production issues across application, database, and infrastructure layers. Support .NET applications, APIs, and microservices-based architectures. Collaborate with development, QA, business, and infrastructure teams to ensure application stability and availability. Perform root cause analysis (RCA) and implement preventive and corrective actions. Monitor application health, system performance, and service availability against SLAs. Prepare operational documentation, knowledge articles, support runbooks, and support metrics.

SKILLS

Must have

• Required Technical Skills: Strong experience in Production/Application Support environments. Hands-on experience with ServiceNow Administration and ITSM processes. Solid understanding of Release Management and deployment processes. Strong troubleshooting expertise in .NET applications, Web APIs, and Microservices. Experience in Database Support (SQL Server preferred), query analysis, and issue resolution. Knowledge of incident management, problem management, change management, and SLA tracking. Experience with application monitoring, logging, and production support tools. Soft Skills: Excellent verbal and written communication skills. Strong stakeholder and customer management capabilities. Ability to coordinate with global teams and business users. Strong analytical and problem-solving skills. Ability to work in a fast-paced production support environment and manage critical incidents.

Nice to have

N/A