Senior Production Support Engineer, Charlotte, NC (Hybrid- 3 days Onsite)

Senior Production Support Engineer

Senior Production Support Engineer to join our team in Chandler, AZ / Charlotte, NC  (Need Onsite day 1,Hybrid 3 days from office)

Job Description:

We are seeking an experienced Senior Production Support Engineer to support and maintain business-critical, high-volume applications within a fast-paced enterprise environment. The ideal candidate will possess strong expertise in production support, Site Reliability Engineering (SRE), distributed systems, container platforms, and incident management. Prior experience supporting payments and liquidity management platforms within the banking or financial services domain is highly preferred. This role requires excellent communication skills, a proactive approach to service reliability, and the ability to independently troubleshoot complex production issues across application, infrastructure, database, middleware, and network layers.

The Role

Responsibilities:

• Provide L2, and L3 production support for business-critical, high-availability applications and services.
• Lead incident management activities, service restoration efforts, problem management, and root cause analysis (RCA) for production issues.
• Support production deployments, release validation, change management, and post-release monitoring.
• Monitor application health, performance, and availability using enterprise observability and monitoring platforms.
• Develop and maintain operational runbooks, knowledge articles, support procedures, and troubleshooting documentation.
• Analyze application, infrastructure, and database logs to identify failures, performance bottlenecks, and service degradation.
• Collaborate with development, architecture, infrastructure, operations, network, database, and vendor teams to resolve production issues.
• Participate in major incident calls and provide timely status updates to business stakeholders and senior leadership.
• Support capacity planning, performance tuning, reliability improvements, and operational excellence initiatives.
• Participate in on-call support and extended-hour production support activities as needed.

Requirements:

• Proven 8+ years experience supporting business-critical, high-volume applications in production, including L1/L2/L3 incident management, problem management, root-cause analysis, production releases, service restoration.
• Occasional participation for on call support(or extended hours support) may be involved on case to case basis.
• Strong understanding of SRE principles, SLIs/SLOs/SLAs, service reliability, capacity/performance management, monitoring, alerting, and observability. Experience in using tools such as Splunk, Dynatrace, AppDynamics, PrometheGrafana, or similar is required.
• Hands-on experience supporting distributed, highly available applications and microservices, with good understanding of APIs, messaging/event-driven architectures, databases, caching, resiliency patterns, and troubleshooting across multiple application/service layers.
• Strong technical experience with Docker/containerization and Red Hat OpenShift (OCP)/Kubernetes, including deployment support, pod/container troubleshooting, configuration, scaling, health checks, logs, and basic understanding of CI/CD pipelines and cloud infrastructure.
• Ability to independently troubleshoot complex production issues across application, infrastructure, database, network, and middleware layers, perform detailed RCA, and communicate effectively with developers, architects, infrastructure teams, business/payment operations, vendors, and senior stakeholders.
• Strong prior functional understanding of payments and/or liquidity management, including payment processing, transaction lifecycle, settlement, reconciliation, exceptions, and related banking workflows is highly preferable.
• Mainframe/cobol systems expereince is not required – but may prove added advantage for the right candidate.

Preferred, but not required:

• Experience supporting cloud-based platforms (AWS, Azure, Google Cloud Platform).
• Experience working in Banking, Financial Services, or FinTech environments.
• Familiarity with ITIL processes and service management frameworks.
• Exposure to mainframe/Cobol-based ecosystems is a plus but not mandatory.
• Experience with automation and scripting using Shell, Python, or PowerShell is desirable.