Production Support Engineer

Role Purpose: The Production Support / Application Support Engineer will be responsible for ensuring the stability, availability, and effective day-to-day operation of the communication surveillance platform and its upstream and downstream applications. The role is primarily focused on Run-the-Bank support, incident resolution, proactive monitoring, batch support, change coordination, and operational risk reduction.

Key Responsibilities

• Provide L2/L3 production support for communication surveillance applications and related interfaces.
• Monitor application health, batch processing, system availability, and production alerts using tools such as ITRS Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, Grafana, or equivalent monitoring platforms.
• Investigate, troubleshoot, and resolve incidents across Linux, Unix, RHEL, Windows, database, batch, and application layers.
• Perform root cause analysis for recurring issues and support problem management activities.
• Support ITIL-aligned Incident, Problem, Change, and Release Management processes.
• Coordinate production changes, validate implementation readiness, and support post-change verification.
• Maintain operational documentation, support procedures, known error records, and knowledge articles in Confluence or equivalent tools.
• Work with upstream and downstream application teams to troubleshoot data flow, interface, and dependency-related issues.
• Support disaster recovery planning, testing, and execution activities as required.
• Use JIRA or equivalent tools to track incidents, problems, risks, enhancements, and operational actions.

Must-Have Skills

• Strong production support or application support experience in a banking, financial services, or capital markets environment.
• Hands-on experience with Linux, Unix, RHEL, and Windows environments.
• Good working knowledge of ITIL Incident, Problem, Change, and Release Management practices.
• Experience with monitoring and alerting tools such as ITRS Geneos, Splunk, Grafana, Nagios, Dynatrace, AppDynamics, or ELK.
• Working knowledge of relational databases such as MS SQL or Sybase, including ability to write and execute queries for troubleshooting.
• Experience with batch scheduling tools such as Control-M, Autosys, Tidal, or equivalent platforms.
• Strong analytical, troubleshooting, prioritization, and communication skills.

Preferred Skills

• Experience supporting surveillance platforms such as Smarsh Enterprise Conduct, Csurv, Theta Lake, or similar compliance technology platforms.
• Basic scripting knowledge in Bash, Perl, Python, PowerShell, or batch scripting.
• Exposure to Capital Markets, compliance surveillance, regulatory reporting, or communication monitoring processes.
• Experience supporting disaster recovery testing and production readiness activities.