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Protocol Intelligence
Data-driven signals on your job's competitivenessStrong employer brand, generic production support title, mid-level experience and metro location raise competition.
Monitoring and incident management skills transfer across industries, but banking/regulatory context adds moderate specificity.
Explicit 6+ years requirement plus mandatory monitoring tools, ITIL and incident management raise strictness significantly.
Job Description
Structured overview of role & requirementsAbout This Role
Provide day-to-day technical expertise and operational support for enterprise applications during 24x7 rotational shifts, including acting as backup shift lead.
Coordinate and facilitate timely resolution of technical issues, major system outages, and incident escalations to avoid business disruption.
Drive continuous improvement by developing support runbooks, automating processes, participating in application releases, mentoring junior members, and ensuring operational readiness.
Minimum Requirements
6+ years experience in Application Support or Production Support, including senior technical or shift lead responsibilities.
Hands-on experience with real-time monitoring and observability tools (e.g., ITRS Geneos, Splunk, AppDynamics, Dynatrace).
Strong knowledge of ITIL support processes—Incident, Problem, Change, and Release Management.
Bachelor’s or equivalent degree; Work Experience Required: 6+ years.
Ideal Candidate Profile
Experienced in high-pressure 24x7 support environments with demonstrated ability to lead and coordinate shift operations.
Skilled in cross-functional collaboration and communication with technical and non-technical stakeholders, including executive updates during major incidents.
Proactive in knowledge sharing, documentation, and operational improvements within enterprise application support domains.