> Markdown version of [/jobs/ext/1457837-production-support-engineer-api-platform-servicenow](https://www.wearedevelopers.com/jobs/ext/1457837-production-support-engineer-api-platform-servicenow). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

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# Production Support Engineer (API Platform / ServiceNow)

- **Company:** The C.A.S.E. Engineering Group
- **Location:** Washington, DC, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $105,000.0 - $125,000.0
- **Contract:** Permanent contract
- **Skills:** Disaster Recovery, Middleware, Log Analysis, Routing, OpenShift, Software Vulnerability Management, Rate Limiting, Kubernetes, Api Gateway, Appdynamics, Api Management, Elk Stack, Servicenow
- **Published:** July 27, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=2045219b908a9106

## About the Role

* Experience:
 * At least 5 years of production operations or platform O&M experience in 24x7 environments.
 * At least 2 years supporting middleware, integration, or API platform production environments.
 * Technical Expertise:
 * ServiceNow incident/request workflows.
 * Monitoring/observability: AppDynamics, ELK stack, log analysis, dashboard tuning.
 * API gateway operational concepts (routing, certificates, rate limiting, authentication/authorization failures).
 * OpenShift or Kubernetes containerized troubleshooting.
 * Clearance & Security:
 * Must possess U.S. work authorization.
 * Must be able to obtain and maintain a federal Moderate Risk Public Trust (MBI level) background investigation.

## Description

* Incident Management: Respond to Priority 1 production incidents within 15 minutes, initiate remediation in 30 minutes, and achieve restoration within 4 hours. Manage 100% of tickets in ServiceNow.
 * Monitoring & Triage: Monitor platform health, latency, error rates, and throughput using AppDynamics, ELK, and performance dashboards.
 * Root Cause Analysis: Perform incident triage, execute fixes, and produce detailed RCA reports within 5 business days for P1 incidents.
 * Vulnerability Remediation: Execute security patching, credential/certificate updates, and vulnerability remediation with evidence production.
 * Maintenance & DR: Conduct quarterly backup restoration testing, support disaster recovery exercises, and maintain operational runbooks.


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