Production Support Engineer

Position: Production Support Engineer

Location: Chandler AZ (Hybrid 3 days in office and 2 days remote)

Duration: 12-months contract (ext. up to 18 months)

Manager Notes:

This is a high-level production support role, they need have experience in Linux/Unix, Command lines, Autosys and Splunk. They need to be able to answer questions around that skillset (on Ice/on hold/Off Ice, Etc).

This is a Level 2 production support role focused on incident, problem, and change management. The ideal candidate will work with a variety of technologies including Oracle/PL SQL, Unix/Linux, and Autosys as part of a global team providing on-call support and coordinating with various teams across the organization.

Responsibilities:

• Design, develop, and maintain Splunk dashboards, alerts, reports, and queries to provide application and infrastructure visibility.
• Configure, administer, and support Splunk Enterprise and Dynatrace monitoring solutions across enterprise environments.
• Implement full-stack observability across application logs, infrastructure metrics, distributed traces, and service performance.
• Monitor production systems to identify anomalies, performance degradation, failures, and service availability issues.
• Investigate production incidents, perform technical analysis and root cause investigations, and coordinate resolution across support and engineering teams.
• Identify production failure scenarios, recurring issues, vulnerabilities, and operational improvement opportunities; document and track incidents, problems, enhancements, and remediation activities.
• Own escalations involving unresolved incidents, service requests, application defects, infrastructure issues, and business process disruptions.
• Troubleshoot application and infrastructure issues involving security access, data inconsistencies, database connectivity, and system performance.
• Support production environments using Oracle, advanced PL/SQL, Unix/Linux, and Autosys scheduling, including JIL script development and troubleshooting.
• Perform technical and operational activities related to planning, designing, implementing, and supporting enterprise software and infrastructure components.
• Maintain operational metrics, monitoring reports, service health indicators, and incident trends to drive reliability and continuous improvement.
• Support Incident, Problem, and Change Management processes in accordance with enterprise IT service management practices.
• Assist with testing, deployment, and validation of application updates and production releases while minimizing service disruption.
• Collaborate with global application, infrastructure, database, and business teams to coordinate production support and issue resolution.
• Develop and maintain operational documentation, troubleshooting procedures, monitoring standards, and support runbooks.
• Automate and simplify recurring operational tasks to improve efficiency, consistency, and production support effectiveness.

Requirements:

• Hands-on experience in production engineering, application support, or enterprise production services.
• Strong experience with Splunk Enterprise, including SPL queries, dashboard development, alert configuration, reporting, and data onboarding.
• Experience with Dynatrace for application performance monitoring, infrastructure monitoring, distributed tracing, and service health analysis.
• Experience supporting enterprise applications and infrastructure in production environments.
• Experience with Oracle databases, advanced PL/SQL, Unix/Linux, and Autosys scheduling, including JIL scripts.
• Strong understanding of Incident, Problem, and Change Management processes.
• Experience troubleshooting application failures, infrastructure issues, performance bottlenecks, data inconsistencies, and access-related problems.
• Ability to perform root cause analysis, manage escalations, and coordinate resolution across technical teams.
• Strong analytical, troubleshooting, reasoning, and critical-thinking skills.
• Excellent verbal and written communication skills, interpersonal skills, and relationship-building abilities.
• Ability to work independently while collaborating effectively within global and cross-functional teams.

Desired skills:

• Experience with the Liferay Platform or similar enterprise portal technologies.
• Familiarity with JIRA, ITSM Remedy, or comparable service management and ticketing platforms.
• Experience with production support automation, scripting, task simplification, and operational process improvement.
• Experience supporting enterprise applications within financial services, banking, or other highly regulated environments.