L2 Production Support Engineer

• Provide Level 2 production support across CSO applications, operating within ITIL processes and established Key Operating Procedures with a strong focus on security and stability
• Own incident management from identification through resolution, including impact assessment, stakeholder communication, escalation, and post-incident review
• Maintain high availability of critical services by meeting defined KPIs, SLAs, and MTTR targets
• Partner with engineering and program teams to onboard support for new applications and ensure production readiness
• Deploy and enhance monitoring and alerting solutions to proactively detect and resolve application issues
• Drive automation initiatives to reduce manual effort and continuously improve the production support environment

• Proven experience supporting applications in a controlled production environment within a large enterprise or financial services organization
• Strong knowledge of UNIX/Linux and Windows environments with hands-on scripting or automation experience (e.g., Python, Shell, Ansible)
• Demonstrated experience managing incidents, problems, and changes within ITIL-based service operations
• Working knowledge of databases and data querying (e.g., Oracle, MS SQL)
• Experience supporting security or endpoint platforms, including EDR or similar security tooling

Skills That Will Help You Excel

• Automation-first mindset with a focus on reliability and service improvement
• Strong communication skills with the ability to translate technical issues for non-technical stakeholders
• Experience working with global, distributed teams across time zones
• Familiarity with DevOps, SRE, and Agile methodologies
• Relevant certifications such as ITIL Foundation or cloud certifications
• Familiarity with Microsoft Defender for Endpoint, Sentinel, KQL, Azure Infrastructure.
• Able to create automation using Python Script, Ansible, PowerShell, Linux Shell Scrip