About this role
Production Support Engineer providing Technology level 2 application support for a set of applications. The role focuses on ITIL-aligned incident/problem/change management, monitoring/alerting improvements, SLA-driven ticket handling, and production change verification and release handovers.
Key Responsibilities
- Provide Technology level 2 application support adhering to ITIL processes
- Drive critical issues with root cause analysis, tactical fixes and permanent fixes
- Analyze and execute scripts to resolve system breaks and issues
- Develop and enhance monitoring and alerting capabilities
- Handle incident and problem management in ticketing tools and maintain knowledge articles in ServiceNow
Technical Overview
Supports applications in a distributed environment using Oracle with Unix/Linux and Kubernetes. Uses Unix shell scripting, SQL, and automation to troubleshoot issues, conduct root cause analysis, and implement both tactical and permanent fixes, while enhancing monitoring (including Geneos alerts) and managing workflows in ServiceNow.
Ideal Candidate
The ideal candidate is a mid-level Production Support Engineer with strong application production management experience across Oracle and Unix/Linux systems, plus Kubernetes exposure. They have hands-on operational experience with ITIL-aligned Incident Management, Problem Management, and Change Management, including root cause analysis and ticket-driven workflows with SLAs. They also build monitoring and alerting enhancements (e.g., Geneos alerts) and automate repetitive tasks using Unix shell scripting, SQL, and potentially Python scripting.
Must-Have Skills
Application Production management experienceOracleUnix or LinuxKubernetesUnix Shell ScriptingSQLIncident ManagementProblem ManagementChange Managementautomation of repetitive tasks utilizing extensive scriptingProvide Technology level 2 application supportITIL Process like Incident ManagementProblem ManagementChange ManagementDrive root cause analysistactical fix and permanent fixMonitor application to improve robustness of alerting capabilitiesHandle service requests within SLAs definedParticipate in release handover callsdeploy changes in production environmentverification tasks and ensure timely closure of change ticketsHandle incident management in ticketing tool from reporting state till resolutionHandle problem management in ticketing tools from creation till closure stateCreation and review of knowledge articles in ServiceNow for repetitive issuesoperational manualsKOPsRunbooks
Nice-to-Have Skills
Control-MSRE KnowledgeGoogle cloud or in general Cloud ConceptsHadoopSoftware Language (one or more): Python Scripting
Tools & Platforms
OracleUnixLinuxKubernetesGeneosControl-MGoogle cloudHadoopPythonServiceNowticketing tool
Required Skills
OracleUnixLinuxKubernetesUnix Shell ScriptingSQLIncident ManagementProblem ManagementChange Managementautomation of repetitive tasksGeneos alertsmonitoringroot cause analysisServiceNowKOPsRunbooksControl-MSRE KnowledgeGoogle cloudHadoopPython Scripting
Hard Skills
Application production managementIncident ManagementProblem ManagementChange ManagementDistributed environment troubleshootingUnix shell scriptingSQLOracleUnix or LinuxKubernetesautomation of repetitive tasksscripting languagesGeneos alertsmonitoringroot cause analysistactical fixpermanent fixservice requests handling within SLAsrelease handover callsdeploy changes in productionverification taskschange ticketsKPIs reportingknowledge transfer sessionsticketing tool incident managementtimely updates to stakeholdersproactive monitoringdaily health checksproblem management lifecycle from creation till closurecreation and review of knowledge articlesServiceNowRunbooksKOPsControl-MSRE knowledgeGoogle cloudcloud conceptsHadoopPython scriptingITIL process
Soft Skills
drive high priority / critical issuesstakeholder communicationroot cause analysis focusknowledge transfer facilitationgovernance process creationdocumentation/knowledge article creation
Keywords for Your Resume
Production Support EngineerProduction Support Engineer-7Application Production managementOracleUnixLinuxKubernetesUnix Shell ScriptingSQLIncident ManagementProblem ManagementChange ManagementITIL Processautomation of repetitive tasksGeneos alertsmonitoringroot cause analysistactical fixpermanent fixservice requestsSLAsrelease handover callsdeploy changeschange ticketsticketing toolServiceNowknowledge articlesKOPsRunbooksControl MSRE KnowledgeGoogle cloudHadoopPython Scripting
Deal Breakers
Hands-on experience with Oracle, Hands-on experience with Unix or Linux, Hands-on experience with Kubernetes, Demonstrated familiarity with Incident Management, Problem Management, Change Management (ITIL process)
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