Operation Support Engineer

Job Title: Operations Support Engineer / Production Support Engineer

Contract Duration: 1 Year

Work Location: Remote

Visa: USC, GC, H4 EAD

Job Overview

We are looking for experienced Operations Support / Production Support Engineers with hands-on experience supporting IBM middleware technologies, including DataPower, MFT, IBM MQ, and production environments.

Important: Candidates must be willing to work weekend/on-call shifts once every 8 weeks.

Required Technical Skills

• IBM DataPower
• IBM MQ (Message Queue)
• MFT (Managed File Transfer)
• IBM Middleware Technologies
• Production Support / Application Support
• Splunk – Monitoring and Log Analysis
• EDI X12
• SQL – Queries and Troubleshooting
• Production Incident Management
• SEV 1, SEV 2, SEV 3, SEV 4 Incident Triage
• ServiceNow / Jira
• L1 Support and Incident Escalation

Key Responsibilities

• Provide day-to-day operational and production support to maintain system stability and reliability.
• Monitor production systems and perform initial incident identification and troubleshooting.
• Handle L1 support activities and determine appropriate escalation paths.
• Monitor application logs using Splunk and troubleshoot production issues.
• Support IBM DataPower, MFT, IBM MQ, and EDI X12-related production operations.
• Perform incident triage and coordinate resolution for SEV 1, 2, 3, and 4 incidents.
• Track and manage incidents using ServiceNow and Jira.
• Execute SQL queries for production investigation and troubleshooting.
• Document incidents, troubleshooting activities, and resolutions.
• Collaborate with developers, infrastructure teams, and operational stakeholders.
• Participate in weekend/on-call production support rotations once every 8 weeks.