We are seeking an experienced Production Support Specialist (Level 2) to join our team in Chicago, IL. In this role, you will be responsible for ensuring the stability, performance, and reliability of critical applications supporting business operations. You will act as a key liaison between business stakeholders and technical teams, driving timely incident resolution and continuous improvement across systems and processes.

In this role, you will:
• Provide Level 2 production support by managing incidents, service requests, and escalations within defined SLAs.
• Troubleshoot technical issues, perform root cause analysis, and ensure adherence to ITIL processes.
• Collaborate with business users and cross-functional teams to resolve issues efficiently and prevent recurrence.
• Monitor applications and infrastructure, managing critical incidents end-to-end, including communication and resolution.
• Participate in on-call support rotations and ensure continuous availability of systems.
• Build deep application and domain expertise to support operational excellence and system enhancements.
• Contribute to disaster recovery (DR) readiness, stability improvements, and process optimizations.
• Manage incident workflows, ticket prioritization, and escalation handling using tools such as ServiceNow.

Work model:

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Chicago, IL. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs

The working arrangements for this role are accurate as of the date of posting. These may change based on the project you are engaged in, as well as evolving business and client requirements. We will always be transparent about role expectations.

Please note: Some roles may require in-person interviews at Cognizant offices or client locations based on project needs.

What you need to have to be considered
• 8-10+ years of experience in a technical, business-facing role within a financial institution or similar environment.
• Strong experience in production support, incident management, and escalation handling.
• Proficiency with ServiceNow and solid understanding of ITIL methodologies and processes.
• Strong technical expertise in mainframe technologies including JCL, COBOL, DB2, and VSAM.
• Ability to troubleshoot issues across diverse technology stacks and environments.
• Excellent verbal and written communication skills, with the ability to engage effectively with business stakeholders.
• Proven ability to manage multiple issues simultaneously and adapt to changing priorities in a fast-paced environment.
• Experience working in onsite/offshore models supporting global regions.
• Knowledge of banking domain and financial systems.

This will help you stand out
• Deep expertise in end-to-end production support within large-scale banking environments.
• Strong analytical and problem-solving skills with a proactive approach to identifying improvements.
• Experience driving automation or process optimization initiatives in support operations.
• Ability to build strong partnerships with stakeholders and influence outcomes.
• Demonstrated ownership of critical incidents and commitment to operational excellence.

Salary and Other Compensation:
The annual salary for this position is between $65,447 to $117,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

*Please note, this role cannot offer visa transfer or sponsorship now or in the future*