Support Engineer

We are seeking Support Engineer with strong expertise in microservices architecture and familiarity with ITIL processes. The role involves leading production support, managing critical incidents, performing RCA, and ensuring application stability across containerized environments. Candidates should have hands-on experience with Spring Boot, REST APIs, Kubernetes/OpenShift, and monitoring tools like Splunk and Grafana. Exposure to healthcare domain processes is preferred. The ideal candidate will be proactive, technically strong, and capable of mentoring support engineers while driving automation initiatives using scripting and AI tools., * Lead L2/L3 production support for microservices applications, ensuring SLA/OLA adherence.

• Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.
• Perform root cause analysis (RCA) for major incidents and implement permanent fixes/preventive actions.
• Monitor application health, logs, and performance metrics using Splunk, Grafana, AppDynamics, Prometheus.
• Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/OpenShift.
• Coordinate with development, DevOps, infrastructure, and database teams for issue resolution and change management.
• Review and approve incident, problem, and change tickets in ServiceNow/JIRA.
• Guide and mentor support engineers; assign tasks, review work, and ensure quality of resolutions.
• Drive automation initiatives using Python/PowerShell scripting and AI tools (Copilot, Claude, GPT) for self-healing, alert automation, and runbook automation.
• Maintain documentation of knowledge base articles, runbooks, and support playbooks.
• Participate in on-call rotation and manage major incident bridge calls.
• Provide regular status reports, dashboards, and metrics (MTTR, ticket volume, aging, trends).
• Support release management activities including deployment validation, smoke testing, and rollback planning.

Required Technical Skills

• Microservices: Java, Spring Boot, REST APIs, API Gateway.
• Containerization & orchestration: Docker, Kubernetes/OpenShift.
• Cloud exposure: Azure (preferred) / GCP.
• CI/CD tools: Jenkins, Git, Azure DevOps.
• Databases: MySQL, SQL Server, PostgreSQL, MongoDB.
• Monitoring/Observability: Splunk, Grafana, AppDynamics, Prometheus.
• Middleware/Messaging: Kafka.
• Scripting: Python, PowerShell.
• AI Tools/LLMs: GitHub Copilot, Microsoft Copilot, Claude, GPT, Gemini, OpenAI.

• Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
• Working knowledge of Healthcare, Clinical & Care Management (preferred).
• Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix/Hot Fix)., * Strong analytical and problem-solving skills under time pressure.
• Excellent verbal and written communication for stakeholder interaction.
• Leadership and mentoring capability.
• Ability to work in rotational shifts/on-call support model.

Featured in CNBC, Digital Journal, Fox News, and CIO Review, GBSI is a globally recognized IT services leader with 20+ years serving Fortune 500 organizations. Our teams deliver solutions across automotive, manufacturing, retail, and pharmaceutical industries. Headquartered in Moline, IL, GBSI supports clients and consultants throughout the US, Canada, Europe, and India.