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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Telecom Assisted sales Production Support Engineer / Application Support Specialist - **Company:** TEKGENCE INC - **Location:** Tampa, FL, United States - **Experience:** Expert - **Contract:** Temporary contract - **Skills:** Java (Programming Language), Application Programming Interfaces (APIs), Server Applications, Confluence, JIRA, Software Bug Management, Cloud Computing, Collaborative Software, Databases, Continuous Integration, DevOps, File Systems, Domain Name System (DNS), HP Systems Insight Manager, Java Message Service (JMS), JSON, PostgreSQL, Log Analysis, Apache Maven, Microsoft SQL Server, MySQL, Nagios, Nginx, OpenShift, Oracle (Applications), RabbitMQ, Prometheus, Runbook, Shell Script, Smoke Testing, SQL Databases, Extensible Markup Language (XML), Enterprise Software Applications, Apache Camel, Grafana, Spring-boot, Software Troubleshooting, SOAPAPI, Break Fix, Backend, Git, Kubernetes, Cassandra, Apache Kafka, Cloudwatch, Api Gateway, Kibana, Restful APIs, Splunk, New Relic (SaaS), Appdynamics, Dynatrace, Docker, Jenkins, Servicenow, Microservices - **Published:** September 20, 2026 - **Apply:** https://www.thejobnetwork.com/job/05a2e2d9-43f2-463f-873f-2bd244ebb80d/production-support-with-aura ## About the Role Experience Required: 7+ years of experience in application production support, enterprise application support, or L2/L3 support with hands-on experience in Telecom Assisted sales platform support, incident management, monitoring, troubleshooting, and release support., * Strong experience in Telecom Assisted sales Production Support, Application Support, L2/L3 Support, and enterprise application operations. \n * Hands-on knowledge of incident management, problem management, change management, RCA, defect triage, SLA tracking, and production issue resolution. \n * Good understanding of REST APIs, SOAP Web Services, API integration, JSON, XML, and service-to-service communication. \n * Working knowledge of Java, Spring Boot, microservices architecture, application servers, and backend service troubleshooting. \n * Strong Kubernetes (EKS) skill to troubleshoot the issue. \n * Strong database validation skills using SQL with Oracle, Cassandra, PostgreSQL, MySQL, or SQL Server. \n * Experience with log analysis, monitoring, and alerting tools such as Splunk, ELK, Kibana, Grafana, AppDynamics, Dynatrace, New Relic, OpenSearch, Prometheus, or CloudWatch. \n * Good Understanding on DNS, GSLB, CDN, WAF, NLB & ALB, Identity Gateway, Api Gateway, Nginx Proxy, and related components \n * Knowledge of Unix/Linux commands, shell scripting, batch job monitoring, file processing, and server-level troubleshooting. \n * Familiarity with messaging and integration technologies such as Kafka (MSK), JMS, RabbitMQ, or Apache Camel. \n * Experience with deployment support, release validation, rollback coordination, post-release monitoring, and hypercare support. \n * Hands-on exposure to ITSM and collaboration tools such as ServiceNow, Jira, Confluence, Remedy, or similar platforms. \n * Basic understanding of CI/CD tools and DevOps ecosystem including Jenkins, Git, Maven, Docker, or OpenShift. \n * Knowledge of ITIL processes, operational governance, production readiness, audit compliance, and runbook management. \n * Good Understanding of AWS Cloud. \n ## Description We are looking for an experienced Telecom Assisted sales Production Support Engineer / Application Support Specialist responsible for ensuring the stability, availability, and performance of Telecom Assisted sales applications and related enterprise systems. The role requires strong production support experience, hands-on troubleshooting skills, incident management ownership, application monitoring, API and database validation, and coordination with development, infrastructure, DevOps, QA, and business teams to resolve production issues within defined SLA timelines., * Own day-to-day production support for AURA and Total Access applications, services, interfaces, batch jobs, APIs, and business workflows. \n * Monitor application availability, performance, alerts, logs, dashboards, integrations, and scheduled jobs to ensure smooth business operations. \n * Handle L2/L3 incidents, perform technical analysis, troubleshoot failures, and restore services within agreed SLA timelines. \n * Perform root cause analysis, impact assessment, defect analysis, and permanent fix coordination for production issues. \n * Analyze application logs, API failures, database errors, timeout issues, job failures, integration breakdowns, and performance bottlenecks. \n * Coordinate with development, QA, DevOps, infrastructure, database, network, security, and business teams for issue resolution and service restoration. \n * Support release activities including deployment validation, smoke testing, production verification, rollback coordination, and post-deployment hypercare. \n * Manage incidents, service requests, problem tickets, change requests, and production defects using ITSM tools such as ServiceNow or Jira. \n * Prepare incident updates, RCA reports, status reports, known error documentation, SOPs, runbooks, and knowledge articles. \n * Track recurring issues, identify automation opportunities, recommend process improvements, and support continuous service improvement initiatives. \n * Ensure compliance with ITIL processes, change governance, audit requirements, access controls, production readiness, and operational standards. \n * Participate in daily operations calls, bridge calls, release meetings, change review discussions, and stakeholder status updates. \n ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [How a Small Team Shrank a Microsoft Monorepo by 94%](https://www.wearedevelopers.com/videos/1236-how-a-small-team-shrank-a-microsoft-monorepo-by-94) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Git for Code Reviews](https://www.wearedevelopers.com/videos/429-git-for-code-reviews) ## Related Articles - [The 8 Best Code Testing Tools](https://www.wearedevelopers.com/magazine/402-the-8-best-code-testing-tools) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs)