Production Support

Location: Buffalo, NY – Contract (C2C) at $45/hr

What You’ll Do

• Service support & incident management
  • Monitor and support production services, responding to incidents and service requests within agreed SLAs.
  • Perform initial triage (logs, monitoring, data checks), identify likely causes, and implement workarounds/fixes within your control.
  • Coordinate recovery activities with partner teams (engineering, infrastructure, network, vendors).
  • Escalate high-severity incidents to the Production Support Lead/Major Incident Manager.
  • Provide timely, accurate updates on impact, recovery progress, and next steps to stakeholders.
• Problem management & continuous improvement
  • Contribute to root cause analysis and post-incident reviews, capturing actions to prevent recurrence.
  • Create and maintain runbooks, knowledge articles, and operational checklists to reduce time to restore service.
  • Identify opportunities for automation and improved monitoring/alerting to reduce noise and improve resilience.
• Change & release support
  • Participate in change and release activities (e.g., patching/evergreening, DR tests, role swaps), ensuring operational readiness.
  • Review changes for supportability and operational risk; raise concerns to the Support Lead/Manager where appropriate.
• Toil reduction
  • Review and contribute to avoiding repeated alerts from the production environment via defect management in partnership with the development team or optimizing the alert system.
  • Automate daily manual routine work.
  • Develop tools to simplify daily operational work.

Requirements

• Experience in production support / IT service management in a regulated environment, ideally within banking technology.
• Strong understanding of IT infrastructure concepts (on-prem and cloud), including networking fundamentals and service dependencies.
• Hands-on capability with Unix/Linux, SQL, Kubernetes, log analysis, and troubleshooting in distributed systems.
• Experience using monitoring/observability tools (e.g., Splunk, AppDynamics, Prometheus, Patrol, or equivalents).
• Working knowledge of Incident, Problem, Change, and Release Management (ITIL-aligned).
• Strong communication skills in English, comfortable working with global teams across time zones.
• Proven ability to collaborate across boundaries, prioritize effectively, and stay calm under pressure.