ITIL Production Support Engineer

Experteer Overview In this role, you’ll provide end-to-end production support and governance for critical business applications and data platforms. You will work with global teams to ensure high availability and compliance, driving ITIL-based service management and data governance initiatives. You’ll tackle incidents, changes, and major incidents while overseeing data quality, lineage, and regulatory requirements. This position blends operations, governance, and risk management to support enterprise resilience and transformation. Compensation / Benefits * Provide Level 2/3 production support for business-critical applications; monitor health and performance; respond to incidents and outages within SLAs * Perform root cause analysis (RCA) and implement preventive measures; coordinate with development and infra teams * Support scheduled maintenance, deployments, and release management * Drive ITIL best practices across Incident, Problem, Change, and Service Request Management * Lead Major Incident Management calls and coordinate stakeholder communications; conduct post-incident reviews and RCA reports * Ensure Change Management compliance and CAB approvals; track service metrics, KPIs, and SLA adherence * Support enterprise data governance initiatives including data quality, lineage, and compliance; collaborate with Data Owners, Stewards, Risk, and Compliance * Monitor data quality metrics and investigate data-related production issues; support audit and governance reviews; maintain governance documentation * Act as primary contact for production support issues; communicate status and resolutions to business users and leadership; partner with global teams for 24x7 operations Tasks * Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field * 5+ years in Production Support, Application Support, or IT Operations * Strong ITIL framework knowledge and experience in Incident, Problem, Change, and Major Incident Management * Experience with Windows, Linux, or cloud environments * Experience with ServiceNow, Remedy, Jira Service Management, or similar ticketing tools * Strong SQL for troubleshooting production issues * Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or similar * Excellent analytical, troubleshooting, and communication skills * ITIL Foundation Certification (required); ITIL Intermediate/Managing Professional preferred * Experience with financial services, banking, insurance, or enterprise apps (preferred) * Cloud exposure (Azure, AWS, or GCP) (preferred) * Knowledge of DevOps tools and CI/CD processes (preferred) * Scripting skills (PowerShell, Python, or Shell) (preferred) * Familiarity with Agile/Scrum delivery models (preferred) Key requirements * Paid time off 12-25 days * Medical, dental, and vision coverage * Retirement savings plans (401(k) or equivalent) * Life and disability insurance * Employee assistance programs * Other benefits per local policy

_ Incident Management calls and coordinate stakeholder communications; conduct post-incident reviews and RCA reports * Ensure Change Management compliance and CAB approvals; track service metrics, KPIs, and SLA adherence * Support enterprise data governance initiatives including data quality, lineage, and compliance; collaborate with Data Owners, Stewards, Risk, and Compliance * Monitor data quality metrics and investigate data-related production issues; support audit and governance reviews; maintain governance documentation * Act as primary contact for production support issues; communicate status and resolutions to business users and leadership; partner with global teams for 24x7 operations Tasks * Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field * 5+ years in Production Support, Application Support, or IT Operations * Strong ITIL framework knowledge and experience in Incident, Problem, Change, and Major Incident Management * Experience with aaaa with Linux, or cloud environments * Experience with ServiceNow, Remedy, Jira Service Management, or similar ticketing tools * Strong SQL for troubleshooting production issues * Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or similar * Excellent analytical, troubleshooting, and communication skills * ITIL Foundation Certification (required); ITIL Intermediate/Managing Professional preferred * Experience with financial services, banking, insurance, or enterprise apps (preferred) * Cloud exposure (Azure, AWS, or GCP) (preferred) * Knowledge of DevOps tools and CI/CD processes (preferred) * Scripting skills (PowerShell, Python, or Shell) (preferred) * Familiarity with Agile/Scrum delivery models (preferred) Key requirements * Paid time off 12-25 days * Medical, dental, and vision coverage * Retirement savings plans (401(k) or equivalent) * Life and disability insurance * Employee assistance programs * Other benefits per local policy