Cognizant is seeking a Production Support Engineer for a full-time onsite opportunity in Louisville, KY. Applications must be authorized to work in the US and have valid US work authorization. Cognizant will not offer visa sponsorship now or anytime in the future.
The Technology Operations Center engages support teams during issues and outages, monitors MS Teams channels for situational awareness, and host technical support bridges for P0-P4 incidents to ensure timely coordination and resolution. The team leverages monitoring platforms to detect and respond to issues in real time while providing Level 1 technical support for Remote and Data Center environments. They assist application and SRE teams in resolving incidents and improving performance, document all incidents and resolutions in ServiceNow for effective communication and knowledge sharing, and collaborate with cross functional teams to enhance monitoring and support processes. Additionally, the team executes operational tasks including but not limited to Change Requests-such as installs, reboots, SQL services restart , resource additions, Uninstall manual and scripted, move files from one server to another, robocopy, Cradle point restarts, TLM projects(process documented), Failover cluster nodes, Dynatrace, Minor SSL configuration, Disable/Stop/Restart App pools, server reboot, Enable/Disable Windows features, rename folders/files, clear old FTP files and file transfers-along with Change Tasks like IIS resets and app pool recycles, as well as Service Catalog tasks for lower environments.
Job Description:
1. Monitoring & Detection: Real time monitoring of infra, apps & network. 247 monitoring of servers, applications, network, hardware, and security devices using dashboards and alerting tools to detect anomalies and system health issues.
2. Incident Identification & Escalation: Detect, triage & escalate incidents. Identify issues through alerts and MS Teams channels, perform initial triage, and escalate to resolver groups (Support, App Teams, SRE, MIM) for timely restoration.
3. Bridge Management (P1-P4): Initiate & manage technical bridges, Host and facilitate incident bridges for P1-P4 events, ensuring communication flow, stakeholder engagement, and efficient restoration efforts. Once the bridge is requested it should be opened within 1 Minute (60 Sec)
4. Technical Support: Perform first line troubleshooting. Resolve incidents using SOPs and runbooks for servers, applications, hardware, and network devices across remote and data centre environments.
5. Vendor & Partner Coordination: Coordinate with ISPs & hardware vendors. Engage with ISP, hardware, and external vendors for circuit issues, hardware failures, RMA processing, and vendor-led troubleshooting.
6. Change Execution (Standard Changes): Execute approved CRs & Service Catalog tasks. Perform predefined standard changes such as reboots, installs, software updates, maintenance tasks, certificate renewals, and C Tasks for lower environments.
7. Incident Documentation: Log and maintain records in ServiceNow. Create and update incident tickets with timelines, actions, and resolutions to ensure clarity, compliance, and accurate reporting.
8. Communication Management: Facilitate timely updates during incidents. Initiate communication, provide historical insights, coordinate updates across bridge participants, and ensure adherence to communication SLAs.
9. Reporting & Metrics: Generate operational reports. Create Daily/Weekly/Monthly SLA, KPI, trend, and repeat-incident reports, including manual vs automated resolutions and alert reduction metrics.
10. Process Improvement & Knowledge Management: Improve SOPs & drive continuous improvement. Update SOPs, create new runbooks, collaborate with teams to enhance monitoring and automation, and support shift-left initiatives.
11. Acknowledge Side Chats and Tech Alerts: Acknowledge all the communication from different business & Support teams. Monitor side chats and Tech Alerts continuously and provide timely acknowledgements.
Qualifications:
Applicants must have 6 plus years of Server Side Production Support experience.
Must be experienced with ITIL 4.
