Production Support Engineer - Incident Management and Automation

Support Engineer – Incident Management, Automation & Monitoring in Financial Services

Job Summary

Synechron is seeking a skilled Production Support Engineer with expertise in automation, incident management, and Site Reliability Engineering (SRE) practices. The role involves supporting critical banking and financial applications, automating operational processes, and ensuring high system availability and reliability. You will work closely with cross-functional teams to troubleshoot, resolve incidents, and implement automation solutions that enhance operational efficiency. Your contributions will support business continuity and operational excellence in a regulated environment.

Software Requirements

Required:

• Proficiency in Python scripting (3+ years) for automating operational tasks and incident response

• Experience with monitoring and observability tools, such as Jira, ServiceNow, and TWS (7+ years)

• Strong troubleshooting and problem-solving skills for complex distributed systems

• Experience handling production outages, managing incident escalation, and conducting post-incident reviews

• Knowledge of stakeholder communication and documentation practices in support environments

Preferred:

• Experience with automation frameworks or tools such as Ansible or Shell scripting

• Familiarity with cloud platforms like AWS or Azure (desired)

• Exposure to DevOps practices and tools for continuous improvement

Overall Responsibilities

• Lead and manage high-priority incidents (P1/P2) to ensure rapid resolution and minimal impact on business operations

• Conduct root cause analysis and implement permanent fixes to reduce recurring issues

• Develop and maintain automation scripts in Python to streamline incident management and support processes

• Collaborate with support, infrastructure, and application teams to improve system reliability and monitoring strategies

• Support platform health by configuring and maintaining alerting, logging, and observability tools

• Lead efforts to reduce Mean Time to Resolution (MTTR) and Mean Time to Detection (MTTD) through automation and process improvements

• Document procedures, solutions, and best practices for incident response and operational workflows

• Participate in on-call rotations, supporting 24/7 system availability and incident escalation

• Assist with platform monitoring, capacity planning, disaster recovery, and performance tuning

• Drive continuous improvement initiatives to enhance operational efficiency, toolsets, and incident management workflows

Technical Skills (By Category)

Programming & Automation (Essential):

• Python (script development, automation, support tasks)

Preferred:

• Shell scripting or PowerShell for operational scripting

Monitoring & Logging Tools:

• Jira, ServiceNow, TWS for incident tracking and automation triggers

• Prometheus, Grafana, or similar tools for system monitoring and alerting (desired)

• Log management and analysis tools for troubleshooting

Incident & Problem Management:

• Expertise with root cause analysis, incident handling, and escalation workflows

• Understanding of ITIL principles (preferred)

Cloud & Infrastructure (Desired):

• Basic familiarity with AWS or Azure support environments (preferred)

Supporting Tools:

• Automation platforms such as Ansible, Docker, Kubernetes (favorable)

Experience Requirements

• 3+ years of experience supporting production applications in enterprise or financial systems

• Proven ability to troubleshoot and resolve high-severity incidents efficiently

• Experience with incident management, root cause analysis, and post-incident reporting

• Hands-on automation experience for operational support tasks

• Exposure to cloud-based platforms or hybrid environments is a plus

Day-to-Day Activities

• Respond to and resolve critical incidents impacting banking and financial services applications

• Automate support workflows, incident resolution, and operational tasks using Python and scripting tools

• Monitor system health, review alert thresholds, and improve observability dashboards

• Conduct root cause analysis and implement permanent solutions to prevent recurring issues

• Collaborate with cross-functional teams to align support activities with business priorities

• Support deployment, system upgrades, and capacity planning activities

• Document incident procedures, operational workflows, and best practices

• Participate in active incident management, escalation, and post-mortem reviews

• Support continuous improvement initiatives to optimize operational workflows and automate manual tasks

Qualifications

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

• 3+ years experience in production support, incident management, and automation in enterprise environments

• Practical experience with support tools like Jira, ServiceNow, and monitoring platforms

• Ability to work effectively in a fast-paced, highly regulated environment

Professional Competencies

• Critical thinking and excellent troubleshooting skills for incident resolutions

• Strong communication skills to collaborate with technical and business stakeholders effectively

• Leadership qualities to manage support activities and mentor junior team members

• Adaptability to evolving systems, tools, and industry standards

• Proactive approach to incident prevention and automation-driven support solutions

• Ability to prioritize tasks and work efficiently under pressure

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

Mid Level