Support Engineer - Emerging Technologies and Incident Management

Support Engineer | Emerging Technologies, Incident Management & Automation in Enterprise Environments

Job Summary
Synechron is seeking a seasoned Production Support with expertise in emerging technologies to oversee the support and operational excellence of complex systems supported by new digital solutions. This role involves managing incident resolution, troubleshooting, and optimizing system performance, ensuring stability and compliance in high-pressure environments. The ideal candidate will lead technical guidance, collaborate with cross-functional teams, and implement continual improvements to support business agility and resilience.

Software Requirements

Required Software Proficiency:

• Knowledge of emerging technologies such as blockchain, IoT, or AI — proven experience in supporting or integrating these systems in enterprise environments

• Advanced troubleshooting and incident management tools supporting system stability (e.g., monitoring, logging tools)

• Scripting and automation tools such as Bash, Python, or PowerShell — for automating routine support tasks and improving efficiency

• IT Service Management tools such as ServiceNow or similar — supporting incident, change, and problem management (preferred)

• Database management systems supporting system health checks and troubleshooting (e.g., Oracle, SQL Server, NoSQL databases)

• Knowledge of cloud platforms supporting production environments (AWS, Azure, GCP) — preferred in integrating or supporting cloud-based systems

Preferred Software Skills:

• Monitoring tools such as Nagios, Dynatrace, Splunk for system health monitoring

• Infrastructure Automation tools supporting environment configuration and incident response

Overall Responsibilities

• Lead the support, troubleshooting, and incident management for enterprise systems built on emerging technologies

• Coordinate with technical teams and vendors to ensure swift resolution of operational issues and system outages

• Automate support workflows, leverage scripting to reduce manual intervention, and optimize system performance

• Support system upgrades, patches, and migrations supporting operational stability and compliance

• Collaborate with cross-functional teams including DevOps, security, and application owners for continuous improvement

• Develop and maintain operational documentation, runbooks, and incident logs for ongoing support and compliance audits

• Monitor system performance, conduct root cause analysis, and proactively address potential issues

• Advocate best practices for system security, access controls, and compliance standards (e.g., GDPR, HIPAA)

• Support new technology adoption, perform impact analysis, and evaluate potential operational improvements

Technical Skills (By Category)

• Languages & Support Tools (Essential):

  • Bash, PowerShell, Python — for automation, scripting, and support workflows

  • Monitoring and logging tools supporting incident detection and performance analysis

  • Support tools supporting emerging technologies such as blockchain or AI components (if applicable)

• Databases & Data Management:

  • Oracle, SQL Server, or NoSQL — for troubleshooting and data validation activities

• Cloud Platforms:

  • AWS, Azure, or GCP supporting hybrid environments or cloud-connected systems (preferred)

• Automation & Orchestration:

  • Infrastructure automation tools (Terraform, Ansible) support environment configuration and incident management

• Security & Compliance:

  • Knowledge of encryption, access controls, and compliance standards supporting secure operations

Experience Requirements

• 6+ years of experience supporting or managing enterprise systems involving emerging technologies (blockchain, AI, IoT)

• Proven experience troubleshooting complex systems, incidents, and outages supporting high-availability environments

• Experience automating operational workflows with scripting and automation tools

• Background supporting or integrating cloud environments supporting enterprise operations

• Familiarity with incident management, problem resolution, and compliance in regulated environments (preferred)

Day-to-Day Activities

• Monitor, troubleshoot, and resolve incidents impacting enterprise systems supporting emerging technologies

• Lead root cause analysis and implement corrective actions for outages or performance issues

• Develop and execute automation scripts to streamline support workflows and reduce manual intervention

• Support system upgrades, environment patches, and migration activities supporting operational excellence

• Collaborate with cross-disciplinary teams including DevOps, security, and application owners to enhance system stability

• Maintain documentation on operational procedures, incident logs, and system configurations

• Conduct proactive system health checks, performance tuning, and capacity planning

• Support compliance audits and ensure security policies are enforced in production environments

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or related field

• 6+ years of experience supporting enterprise systems with emerging technologies in a production environment

• Experience managing or supporting systems involving AI, blockchain, or IoT applications

• Certifications such as ITIL, ServiceNow Admin, or relevant support certifications are advantageous

• Demonstrated ability to lead incident resolution and operational support activities

Professional Competencies

• Strong analytical and troubleshooting skills for complex incidents and system issues

• Leadership and team guidance skills to coordinate support activities and mentor junior members

• Effective communication skills for stakeholder engagement and technical reporting

• Adaptability to support evolving technologies and changing operational frameworks

• Proactive mindset supporting continuous improvement, automation, and operational resilience

• Time management skills to handle multiple support tasks effectively in high-pressure environments

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

Candidate Application Notice

Experience Level

Senior Level