Production Support

Production Support

Pittsburgh, PA - Onsite

6-12 Months

Change governance; Release and deployment coordination; Disaster recovery and resiliency planning; Incident and production support management; L1/L2 and on-call coordination; ServiceNow, JIRA, Confluence, SharePoint and xMatters; Leadership reporting and stakeholder communication; ITIL process knowledge

Nice to have

Banking or financial services experienceSRE, observability, SLIs/SLOs and error reductionSplunk, Dynatrace, Grafana or AppDynamicsCI/CD and DevOps exposureBusiness continuity and regulatory resiliency knowledgeITIL, SRE or DR certificationCoordinate and represent in CAB, Pre-CAB, LCAB, GCAB, change freeze, and weekly change governance meetings. Prepare and share weekly change reports, significant event updates, and change summaries for leadership stakeholders. Manage release governance activities, including release tracker updates, approval coordination, deployment support, and production readiness follow-up.

Serve as Technology Resiliency Coordinator for applications, and related production services.

Coordinate DCR, DR, SF DR/FOS, and other resiliency activities to ensure planning, execution, tracking, and closure.

Coordinate between L1 and L2 production support coverage, US team rotations, Sunday SoD delegation, weekend support, and off-hours escalation coverage.

Oversee incident management for EOP sensitive client incidents, aged incidents, and critical production stability issues.

Provide operational guidance to the ECC team and support readiness for expanded critical monitoring responsibilities.

Maintain, monitor and govern operational tools and repositories, including xMatters, Confluence, ServiceNow Knowledge, JIRA SDG, SharePoint, SNO dashboards Scale towards SRE adoption by practicing reliability engineering practices such as service health indicators, operational readiness standards, observability, error reduction, and proactive resilience engineering. ServiceNow, JIRA, Confluence, SharePoint and xMatters; SRE and observability practices; L1/L2 and on-call support coordination; CI/CD and DevOps; Banking and financial services domain knowledge; Business continuity and regulatory compliance

Work Experience

7-10Years