About this role
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:
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Excellent verbal and written communication skills.
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Strong stakeholder and customer management capabilities.
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Ability to coordinate with global teams and business users.
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Strong analytical and problem-solving skills.
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Ability to work in a fast-paced production support environment and manage critical incidents.
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Nice to have
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N/A
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Other
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Languages
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English: C1 Advanced
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Seniority
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Senior
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