Application Production Support Analyst (AI Platform) - NC, TX
Client: Financial Services • Locations: Irving, TX / Charlotte, NC • Work Arrangement: Hybrid, 3 days onsite per week • Contract Length: 24 months, with potential FTE conversion • Bill Rate: $60 - $65 per hour
About the role
In this contingent resource assignment, you will consult on complex initiatives supporting AI-enabled applications and platform solutions across the organization. This role focuses on production support, operational stability, incident resolution, release support, and continuous improvement of business-critical applications and AI-driven platforms. The ideal candidate will have strong application production support experience, excellent troubleshooting capabilities, and the ability to support rapidly evolving technologies. This is not a software development role; the primary focus is operational excellence, platform support, issue management, production reliability, and maintaining service availability.
Responsibilities
- Provide Level 2 support for AI-enabled applications and platform solutions
- Support micro front-end applications and enterprise platform services
- Monitor application health, availability, and performance
- Ensure day-to-day operational stability of business-critical systems
- Support business-as-usual (BAU) activities and operational processes
- Investigate production incidents and service disruptions
- Troubleshoot complex application and platform issues
- Analyze failed transactions, requests, and processing errors
- Drive root-cause analysis efforts
- Coordinate issue resolution across technology, product, and support teams
- Document findings and corrective actions
- Participate in application releases and deployment activities
- Perform post-implementation validation testing
- Verify deployment success and production readiness
- Support rollback and recovery activities when necessary
- Assist with change and release management processes
- Monitor AI-powered applications and operational platforms
- Identify recurring issues and drive long-term improvements
- Support search, document-processing, and knowledge-management capabilities
- Coordinate with technical teams to improve platform stability
- Partner with product teams, platform engineering, application support teams, business stakeholders, and technology operations
- Understand operational requirements and support priorities
- Communicate incidents, risks, and status updates clearly
- Participate in support reviews and operational planning discussions
- Proactively identify reliability improvements
- Improve support documentation and troubleshooting procedures
- Recommend enhancements to support processes and operational controls
- Support adoption of emerging technologies and AI-enabled solutions
- Contribute to platform maturity and operational excellence initiatives
Requirements
- Application Production Support / Platform Support experience
- MongoDB support and troubleshooting
- Tachyon Search or similar enterprise search platform experience
- Salesforce production support experience
- Strong incident management, root-cause analysis, and operational support skills
Benefits
- Supplemental medical, dental, vision, life, and disability insurance plans
- Employee Stock Purchase Program (ESPP)
- 401K program with company match after 12 months of tenure
- Health Savings Account (HSA) on the HDHP plan
- SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
- Corporate discount savings program and other discounts
- On-demand training program
- Access to certification prep and a library of technical/leadership courses, books, and seminars after 6+ months of tenure
- Certification discounts and association perks (e.g., CompTIA, IIBA)
- Dedicated customer service team for benefits and resources
- Access to a certified Career Coach