Job SummaryJoin a high-performing Production Support team responsible for maintaining and enhancing critical enterprise applications supporting business operations. The role involves providing L2/L3 application support, managing production incidents, driving problem resolution, and ensuring high availability of .NET-based applications, APIs, and microservices. You will work closely with development, infrastructure, QA, and business teams to troubleshoot complex issues, support releases, and maintain operational excellence within a fast-paced production environment. The position requires strong expertise in ServiceNow ITSM processes, release management, SQL Server support, monitoring and alerting tools, and production support best practices. The engineer will play a key role in incident management, root cause analysis, change implementation, SLA adherence, and continuous service improvement initiatives while supporting business-critical systems and customer-facing applications.
Responsibilities - Provide L2/L3 production support for enterprise applications with a focus on incident, problem, and change management.
- Manage and administer ServiceNow tickets, workflows, dashboards, and support processes.
- Drive release management activities, including deployment planning, validation, rollback readiness, and post-release support.
- Troubleshoot and resolve complex production issues across application, database, and infrastructure layers.
- Support .NET applications, APIs, and microservices-based architectures.
- Collaborate with development, QA, business, and infrastructure teams to ensure application stability and availability.
- Perform root cause analysis (RCA) and implement preventive and corrective actions.
- Monitor application health, system performance, and service availability against SLAs.
- Prepare operational documentation, knowledge articles, support runbooks, and support metrics.
SkillsMust have - ServiceNow ITSM
- Release Management
- SQL Server
- .NET applications
- Web APIs
- Microservices
- Incident Management
- Change Management
- Monitoring and alerting tools
Qualifications - Languages: English: C1 Advanced
- Seniority: Senior
