Production Support Engineer Jobs (NOW HIRING)

Job Summary:
Cognizant is seeking a Production Support Engineer with 8-10 years of experience. The role involves monitoring production environments, managing incidents, and ensuring minimal business impact during outages.
Responsibilities:
• Production Monitoring & Incident Management
• Monitor applications, infrastructure, and batch processes in production environments
• Handle P1/P2 incidents and ensure rapid resolution within SLA timelines
• Perform initial troubleshooting, triage, and impact analysis
• Coordinate with offshore L2/L3 teams for issue resolution
• Ensure minimal business impact during incidents
• Monitoring applications and troubleshooting production issues
• SLA-driven incident handling and resolution
• Stakeholder Communication (Critical Onshore Responsibility)
• Act as the primary contact for client/business users onsite
• Provide timely updates on incidents, outages, and resolutions
• Participate in status calls, bridge calls, and escalation meetings
• Manage expectations during critical outages
• Incident, Problem & Change Management (ITIL)
• Manage ServiceNow (or similar) tickets for incidents, service requests, and changes
• Perform Root Cause Analysis (RCA) for recurring issues
• Participate in Problem Management and Change Advisory Board (CAB) processes
• Application / System Support
• Provide end-to-end support across environments (SIT/UAT/PROD)
• Analyze logs, database queries, and system metrics for issue resolution
• Support deployments and validate production releases
• Troubleshooting, defect fixes, and supporting multiple environments
• Providing post-production support and incident resolution
• Coordination with Offshore Teams
• Drive daily syncs with offshore support teams
• Assign and track tickets across L1/L2/L3
• Ensure follow-the-sun or 24/7 support model efficiency
• Preventive & Proactive Activities
• Identify recurring issues and propose permanent fixes
• Automate monitoring and alerts where possible
• Improve system reliability and reduce incident count
• Documentation & Reporting
• Maintain runbooks, SOPs, and knowledge base articles
• Prepare incident reports, RCA documents, and weekly dashboards
• Provide insights on system performance and trends
Qualifications:
Required:
• 8–10 years of overall experience
• Production Monitoring & Incident Management
• Monitor applications, infrastructure, and batch processes in production environments
• Handle P1/P2 incidents and ensure rapid resolution within SLA timelines
• Perform initial troubleshooting, triage, and impact analysis
• Coordinate with offshore L2/L3 teams for issue resolution
• Ensure minimal business impact during incidents
• Monitoring applications and troubleshooting production issues
• SLA-driven incident handling and resolution
• Stakeholder Communication (Critical Onshore Responsibility)
• Act as the primary contact for client/business users onsite
• Provide timely updates on incidents, outages, and resolutions
• Participate in status calls, bridge calls, and escalation meetings
• Manage expectations during critical outages
• Incident, Problem & Change Management (ITIL)
• Manage ServiceNow (or similar) tickets for incidents, service requests, and changes
• Perform Root Cause Analysis (RCA) for recurring issues
• Participate in Problem Management and Change Advisory Board (CAB) processes
• Provide end-to-end support across environments (SIT/UAT/PROD)
• Analyze logs, database queries, and system metrics for issue resolution
• Support deployments and validate production releases
• Troubleshooting, defect fixes, and supporting multiple environments
• Providing post-production support and incident resolution
• Coordination with Offshore Teams
• Drive daily syncs with offshore support teams
• Assign and track tickets across L1/L2/L3
• Ensure follow-the-sun or 24/7 support model efficiency
• Identify recurring issues and propose permanent fixes
• Automate monitoring and alerts where possible
• Improve system reliability and reduce incident count
• Maintain runbooks, SOPs, and knowledge base articles
• Prepare incident reports, RCA documents, and weekly dashboards
• Provide insights on system performance and trends
Company:
Cognizant is a professional services company that helps clients alter their business, operating, and technology models for the digital era. Founded in 1994, the company is headquartered in Teaneck, USA, with a team of 10001+ employees. The company is currently Late Stage.