Job Title: Product Support Engineer (Production Support Engineer)
Job Location: Chicago, IL
Work Model: Hybrid (3 Days Onsite - Tuesday through Thursday)
Estimated Duration: 13 Months
Work Schedule: Monday-Friday, 8:00 AM - 5:00 PM CST
On-Call Requirement: Must be available for after-hours and weekend on-call support for High and Critical production issues.
Position OverviewWe are seeking a
Product Support Engineer with strong experience supporting mission-critical enterprise applications in a production environment. The ideal candidate will have expertise in
Production Support, Incident Management, Change Management, Problem Management, and Application Stability while working in an Agile environment. This role requires close collaboration with Development, Infrastructure, Managed Services, and Business teams to ensure application availability, resolve production issues, and continuously improve operational excellence.
Note: Only qualified candidates located near
Chicago, IL will be considered, as this position follows a hybrid work model with onsite attendance three days per week.
Required Education- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
Required Skills- Experience supporting mission-critical enterprise applications in a production environment.
- Strong troubleshooting and root cause analysis skills using application monitoring and log analysis.
- Experience with Incident, Change, and Problem Management processes.
- Knowledge of production support best practices and operational excellence.
- Understanding of cloud technologies (AWS, Azure, or GCP); financial services experience is a plus.
- Familiarity with Agile methodologies, SDLC, and release management processes.
- Experience with audit compliance, change control procedures, and data security standards.
- Ability to manage production incidents while meeting SLA commitments.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
Preferred Skills- Experience supporting Wealth Management or Financial Services applications.
- Familiarity with enterprise monitoring and logging tools such as Splunk, Dynatrace, AppDynamics, or similar platforms.
- Experience coordinating with offshore support teams and managed service providers.
- Knowledge of ITIL processes and Service Management best practices.
- Experience working with ticketing tools such as ServiceNow or similar ITSM platforms.
Key Responsibilities- Lead production support activities to maintain application stability and minimize production incidents.
- Monitor, troubleshoot, and resolve application issues through log analysis and system monitoring.
- Track and manage Incidents, Changes, Problems, and Service Requests throughout their lifecycle.
- Provide timely, high-quality communication to stakeholders regarding production incidents, including SLA risks and escalations.
- Perform root cause analysis and implement preventive measures to improve application reliability.
- Collaborate with Application Development teams to prioritize production fixes and support software releases.
- Participate in release planning, deployment validation, and post-release production support.
- Ensure compliance with audit requirements, change management processes, and data security policies.
- Coordinate with onsite, offshore, Managed Services providers, vendors, and internal support teams to resolve production issues efficiently.
- Develop subject matter expertise for assigned applications and provide technical guidance to support teams.
- Participate in project planning, implementation, production readiness reviews, and operational improvements.
- Support continuous improvement initiatives to enhance production stability and operational efficiency.
- Participate in after-hours and weekend on-call support for High and Critical production issues.
Soft Skills- Strong leadership and ownership mindset.
- Excellent verbal and written communication skills.
- Ability to communicate effectively with technical teams, business stakeholders, and leadership.
- Strong collaboration skills with onsite and offshore teams.
- Ability to prioritize multiple production issues in a fast-paced environment.
- Self-motivated with a strong focus on continuous learning and operational excellence.
Must-Have Skills- Production Support
- Change Management
- Incident Management
- Problem Management
- Root Cause Analysis
- Application Monitoring
- Log Analysis
- Agile Methodology
- Release Management
- Cloud Technologies (AWS/Azure/GCP)
- Audit & Change Control
- Data Security
- Stakeholder Management
- ServiceNow (or similar ITSM tool)
