Systems Operations Engineer – Production Support

Job Overview

Client is seeking a Senior Systems Operations Engineer to join its Enterprise Functions Technology Platform Management team, supporting Human Resources (HR), Public Affairs, and Legal (PAL) applications.

This is a senior-level technical production support role responsible for maintaining the stability, availability, and performance of business-critical enterprise applications. The ideal candidate will have strong experience in application production support, incident and problem management, ITIL processes, and troubleshooting complex enterprise technology environments.

The engineer will collaborate with global technology teams across the US and India, application development teams, business stakeholders, and third-party vendors to ensure reliable production operations.

Key Responsibilities

• Lead production application support activities, ensuring high availability, stability, and performance of business-critical applications.
• Drive adoption of core operational tools and align support processes with ITIL best practices.
• Manage and execute Incident, Problem, Change, and Release Management activities.
• Lead critical incident bridges, coordinate troubleshooting efforts, drive remediation, and provide timely stakeholder communications.
• Perform root cause analysis (RCA) and implement preventive and corrective actions to minimize recurring incidents.
• Troubleshoot complex application and infrastructure issues across IIS, .NET, SQL Server, Windows Server, and multi-tier application environments.
• Support enterprise web-hosting environments involving multiple server tiers, application clustering, and load balancing.
• Collaborate with development, infrastructure, database, network, business, and vendor teams to resolve production issues.
• Identify technology risks, operational gaps, single points of failure, and opportunities for infrastructure and process improvements.
• Create, maintain, and enhance application-specific troubleshooting documentation, operational runbooks, and knowledge articles.
• Develop and maintain application build, configuration, deployment, and support documentation.
• Identify automation opportunities and develop scripts or solutions to reduce repetitive operational tasks.
• Perform daily production health checks, proactive monitoring, and routine maintenance activities.
• Manage incident, problem, and service request queues, ensuring timely resolution within established SLAs.
• Ensure compliance with enterprise security policies, audit requirements, documentation standards, and change control procedures.
• Participate in off-hours production support, scheduled system changes, and on-call rotations.

Technical Environment

• Microsoft IIS / Web Server Administration
• .NET Application Support
• Microsoft SQL Server
• Windows Server Administration
• Multi-tier Enterprise Application Architecture
• Application and Server Clustering
• Load Balancing and High Availability
• Production Monitoring and Troubleshooting
• ITIL Incident, Problem, Change, and Release Management
• PowerShell / Operational Automation
• Production Documentation and Runbook Management

Required Skills & Qualifications

• Strong experience in enterprise application production support and systems operations.
• Hands-on experience troubleshooting complex IIS/.NET/SQL Server application environments.
• Solid understanding of Windows Server, web hosting, application architecture, clustering, and load balancing.
• Strong knowledge of ITIL-based service management processes.
• Experience leading critical production incidents, troubleshooting bridges, and root cause analysis.
• Ability to coordinate effectively with global technology teams and business stakeholders.
• Experience with production change management, release coordination, and deployment support.
• Strong analytical, problem-solving, communication, and documentation skills.
• Experience identifying operational improvements and automation opportunities.

Additional Requirements

• Must be available to work onsite in Charlotte, NC.
• Must be flexible to support occasional off-hours production activities.
• Must participate in an on-call rotation for production incidents and scheduled system changes.
• Strong collaboration and communication skills are essential for working with US and India-based engineering teams.

Interview Priority: HIGH – Immediate interview availability required.