Application, Infrastructure & Service Management, Off

Who we are looking for: As part of the Production Management team we are looking for resources responsible for ensuring the stability, availability, and performance of business-critical production applications. The role involves incident management, problem management, monitoring, automation, release support, and continuous service improvement. The engineer partners with application development, infrastructure, business, and vendor teams to maintain operational excellence and minimize service disruptions. As an Officer in this role you will be responsible for: Production Support & Operations Monitor Middle Office production applications and infrastructure to ensure service availability.  Investigate and resolve user queries, data issues, and business-related production support requests within agreed SLAs. Investigate, troubleshoot, and resolve production incidents within agreed SLAs.  Participate in major incident management, escalation, and recovery activities.  Perform application health checks and production readiness reviews.  Maintain operational runbooks, support documentation, and production procedures.  Incident & Problem Management Analyze incidents and perform root cause analysis.  Drive permanent resolution of recurring issues.  Facilitate post-incident reviews and corrective action tracking.  Maintain known error records and support problem management activities.  Track and improve operational metrics including MTTR, incident volume, and service availability.  Automation & Continuous Improvement Continuously reduce operational toil through automation and process optimization.  Develop scripts and tooling to improve operational efficiency.  Implement self-healing and resiliency capabilities.  Reduce operational risk through process optimization and standardization.  Change & Release Support Support application deployments, releases, and infrastructure changes.  Participate in change planning, risk assessment, and implementation reviews.  Ensure successful implementation and rollback readiness.  Validate production functionality following releases.  Support CI/CD pipeline activities and automated deployment processes.  Stakeholder Management Communicate application status and incident updates to business stakeholders.  Collaborate with development, infrastructure, and vendor teams.  Support DR testing, onboarding activities, and production readiness assessments.  Observability & Reliability Engineering  Build and maintain monitoring, alerting, and observability solutions using tools such as Splunk, Dynatrace, Grafana, and Azure Monitor.  Define and maintain operational dashboards, application service health indicators, and key operational metrics.  Establish and track application business-critical metrics, service reliability objectives, and trend analysis. Leverage monitoring, telemetry, and log analytics to proactively identify service degradation and operational risks.  Working time requirements Provide 24x7 on-call production support as required. 7:00 – 16:00 CST 2 days/week per shift planning 9:00 – 18:00 CST 6:30 – 2:30 CST Weekend L2 on-duty  every 6-8 weeks Weekend release/deployment support (ad-hoc based, approximately every 1-2 weeks) Stay on top of issues within the assigned support tower and collaborate with cross-functional teams to ensure timely resolution.  Act as a key member within the support tower and provide guidance to junior team members. Lead complex incident troubleshooting and coordinate cross-functional recovery efforts. Drive operational improvement and automation initiatives across supported applications.

Bachelor's degree in Computer Science, Information Technology, or related discipline. 5+ years of application production support experience. Strong understanding of Incident, Problem, Change, and Release Management processes. Strong sense of responsibility and ownership in managing production incidents/events Experience