Production Support Engineer

Role: Production Support Engineer

Location: Chicago, IL

Need local to IL

Must-Have Skills

Change Management

Production Support

Description

Required Education • Bachelor’s Degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Required Skills

 • Experience supporting mission-critical applications.

• Strong troubleshooting skills through monitoring and log analysis.

• Solid understanding of modern cloud technologies (financial sector experience preferred).

• Familiarity with Incident/Change/Problem management processes.

• Knowledge of Agile practices and release management.

• Understanding of audit requirements, change control procedures, and data security.

 Soft Skills & Leadership:

• Excellent leadership and communication skills.

• Ability to provide regular, high-quality updates to stakeholders on incident progress, including SLA risks/breaches.

• Ability to coordinate with onsite and offshore teams (Managed Services providers and NT partners).

• Self-motivated to become a Subject Matter Expert (SME) for assigned applications.

Hybrid schedule: onsite 3 days per week (Tuesday–Thursday) in Chicago, IL.

Key Responsibilities:

• Lead production stability efforts by preventing issues and improving application stability.

• Track and manage Incidents, Changes, and Problems for assigned applications.

• Provide regular, high-quality updates to stakeholders on incident progress, including SLA risks/breaches.

• Identify measures to improve application stability and availability to enhance support service delivery.

• Develop into a Subject Matter Expert (SME) for the assigned application domain.

• Troubleshoot production issues through monitoring and log analysis.

• Attend regular meetings with Project/Development teams to discuss production issues for prioritization, fixes, and release.

• Engage in systems projects, including planning, management status reporting, specifications, and implementation.

 • Ensure compliance with all audit requirements, including change control procedures and data security.

• Manage and coordinate with onsite and offshore Managed Services providers and NT partners to support applications and drive continuous improvement.

 • Coordinate with various teams (including offshore staff), raise support tickets for issues, analyze root cause, and assist in efficient resolution of production issues.

• Participate in on-call support after office hours, including weekends, for High and Critical production issues.

• Work with vendors and support staff on tickets and follow up regularly until resolution is found.