Production Support Engineer - Software Development

Software Development Advisor

Production Support Lead

We are seeking a Production Support Engineer to ensure the stability, performance, and reliability of critical production systems. This role involves monitoring, troubleshooting, and resolving issues, adhering to SLAs, and delivering exceptional customer support. You will also implement enhancements to improve system efficiency and resilience.

Key Responsibilities

• Monitor and maintain assigned production systems to ensure optimal performance and SLA compliance.
• Investigate, troubleshoot, and resolve application and data pipeline issues within agreed timelines.
• Provide customer-focused support, ensuring timely communication and resolution of incidents.
• Review existing systems and propose/implement enhancements for scalability and reliability.
• Perform root cause analysis and recommend break-fix solutions for code and database issues.
• Collaborate with cross-functional teams including business, risk, and IT stakeholders.
• Participate in on-call rotations and provide support during off-hours/weekends as needed.
• Document incidents, resolutions, and system changes for knowledge base and audit purposes.

Mandatory Experience

• 5+ years experience in .NET Production application support.
• 3+ years experience with ETL tools such as Informatica or Microsoft SSIS.
• 1+ year experience with AWS cloud services.

Required Skills

• Strong expertise in .NET and ETL tools (Informatica or SSIS).
• Proficiency in multiple programming languages: .NET, C#, VB.NET, VB6, JavaScript, HTML.
• Ability to troubleshoot and optimize cloud data pipelines for performance, security, and reliability.
• Skilled in query performance optimization and database tuning.
• Experience in upgrading, configuring, and debugging existing systems.
• Strong problem-solving skills for triaging complex issues and handling escalations.
• Familiarity with modern data security and privacy practices.
• Excellent communication skills and ability to work across diverse teams.
• Process-oriented mindset with adaptability to change.
• Commitment to SLA adherence and delivering high-quality customer support.
• Willingness to provide after-hours and weekend support when required.
• Strong organizational and time management skills.
• High integrity in handling confidential information.

Nice to Have

• Knowledge of the Insurance industry is a plus.