Production Support Technical Lead - Remote / Telecommute

• Lead the production support team and serve as the primary point of contact for critical production issues.
• Monitor application health, troubleshoot incidents, and ensure timely resolution within SLA commitments.
• Perform root cause analysis (RCA) and implement preventive measures to minimize recurring issues.
• Coordinate with development, infrastructure, database, and business teams for incident resolution and change management.
• Manage incident, problem, and release management processes following ITIL best practices.
• Review logs, system alerts, and performance metrics to proactively identify and address potential issues.
• Support application deployments, patches, and production releases.
• Ensure high availability, reliability, and performance of business-critical applications.
• Prepare operational reports, dashboards, and leadership updates on incident trends and system performance.
• Mentor support engineers and drive continuous process improvements and automation initiatives.

• 8+ years of experience in Application Production Support and Incident Management.
• Hands-on experience with SQL queries, database troubleshooting, and performance analysis.
• Experience in Unix/Linux environments and shell scripting.
• Knowledge of monitoring and logging tools such as Splunk, Dynatrace, AppDynamics, ELK, Grafana, or similar.
• Experience with ticketing tools such as ServiceNow, Jira, or Remedy.
• Strong understanding of ITIL processes, SLA management, and change management.
• Strong verbal and written communication skills.
• Excellent troubleshooting, problem-solving, and stakeholder management skills.
• Strong communication and leadership abilities., * Experience in Healthcare domain applications.
• Exposure to cloud platforms (Azure, AWS, or Google Cloud Platform).
• ITIL Foundation Certification or equivalent.
• Experience in automation and scripting for operational efficiency.

Skills:

• Technical Leadership.
• Production Incident Management.
• Root Cause Analysis (RCA).
• Stakeholder Management.
• Service Delivery Excellence.
• Team Mentoring and Coaching.
• Problem Solving and Decision Making.

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.