Production Support Engineer

About the role

Production Support Engineer responsible for CAB and change governance, release and deployment coordination, disaster recovery and resiliency planning, and incident and production support management including L1/L2 and on-call coordination. Utilizes ServiceNow, JIRA, Confluence, SharePoint, and xMatters for leadership reporting and stakeholder communication. Requires ITIL process knowledge.

Responsibilities

• Coordinate and represent in CAB, Pre-CAB, LCAB, GCAB, change freeze, and weekly change governance meetings
• Prepare and share weekly change reports, significant event updates, and change summaries for leadership stakeholders
• Manage release governance activities including release tracker updates, approval coordination, deployment support, and production readiness follow-up
• Serve as Technology Resiliency Coordinator for applications and related production services
• Coordinate DCR, DR, SF DR/FOS, and other resiliency activities to ensure planning, execution, tracking, and closure
• Coordinate between L1 and L2 production support coverage, US team rotations, Sunday SoD delegation, weekend support, and off-hours escalation coverage
• Oversee incident management for EOP sensitive client incidents, aged incidents, and critical production stability issues
• Provide operational guidance to the ECC team and support readiness for expanded critical monitoring responsibilities
• Maintain, monitor, and govern operational tools and repositories including xMatters, Confluence, ServiceNow Knowledge, JIRA SDG, SharePoint, SNO dashboards
• Scale towards SRE adoption by practicing reliability engineering practices such as service health indicators, operational readiness standards, observability, error reduction, and proactive resilience engineering

Requirements

• ITIL process knowledge
• ServiceNow, JIRA, Confluence, SharePoint, and xMatters experience
• L1/L2 and on-call support coordination experience

Nice to have

• Banking or financial services experience
• SRE, observability, SLIs/SLOs and error reductions experience with tools like Plunk, Dynatrace, Grafana, or AppDynamics
• CI/CD and DevOps exposure
• Business continuity and regulatory resiliency knowledge
• ITIL, SRE, or DR certification