L3 Production Support

Introduction

We are seeking an experienced L3 Production specialist to provide end-to-end support for multiple applications, leading incident triage, problem management, and ensuring a seamless experience for customers, clients, and associates. The ideal candidate is a self-starter with strong analytical skills, technical expertise, and the ability to independently resolve complex issues while maintaining production governance.

Required Skills & Qualifications

3 years of production support experience or equivalent.

Strong analytical skills with experience in incident management and problem resolution.

Hands-on experience with Splunk, Dynatrace, Glassbox, SiteScope, or similar monitoring tools.

Proficient in building queries and interpreting monitoring dashboards.

Knowledge of Java/J2EE, Angular, .NET, Spring Framework, and Kafka pub/sub models.

Familiarity with MS SQL, Oracle, Windows/desktop environments, and basic UNIX/Linux commands.

Ability to analyze Java heap and thread dumps (preferred).

Understanding of networking concepts, load balancers (LTM/GTM), and application architecture.

Strong verbal and written communication skills; able to articulate complex technical issues clearly.

Familiarity with Remedy or ServiceNow ticketing tools and processes (nice-to-have).

Knowledge of contact/call center environments and Computer Telephony Integration (CTI) is a plus.

Day-to-Day Responsibilities

Lead production support triage, bridge line troubleshooting, and escalate incidents as needed.

Analyze and determine root cause for complex application issues, correlating historical trends, logs, and monitoring data.

Build and execute queries within the Splunk ecosystem to investigate and calculate impact.

Maintain accurate documentation of incidents, application flows, and customer impacts in system of record.

Provide clear, concise status updates and technical details to leadership, ensuring effective communication during outages.

Identify production failure scenarios, vulnerabilities, and opportunities for improvement; enforce production governance standards.

Perform root cause analysis for recurring problems and implement permanent solutions.

Fulfill ad hoc research requests and reporting as directed by Technology/Production Services teams.

Collaborate with end-users, technical teams, and stakeholders across multiple application tiers.

Company Benefits & Culture

Inclusive and diverse work environment.

Opportunities for professional growth and development.

Supportive team culture that values collaboration and innovation.

For immediate consideration please click APPLY.