ITIL Production Support Engineer with PMO
About The Position
We are seeking an experienced ITIL Production Support, Data Governance & PMO Analyst to provide end-to-end production support, service management governance, data governance oversight, and project coordination for critical business applications and enterprise data platforms supporting operations across Dallas and New York. The ideal candidate will possess strong expertise in ITIL processes, including Incident, Problem, Change, and Major Incident Management, while also supporting Data Governance initiatives focused on data quality, compliance, lineage, controls, and regulatory requirements. In addition, the candidate should have strong project management, organizational, communication, and analytical skills, with the ability to manage multiple workstreams in a fast-paced technology environment. This role will work closely with Technology Operations, Application Support, Engineering, Risk, Compliance, Data Management, and Business stakeholders to ensure high system availability, governance compliance, operational excellence, and successful execution of strategic initiatives.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
- 5+ years of experience in Production Support, Application Support, IT Operations, Service Management, or Data Governance roles.
- 3+ years of experience in Project Coordination, PMO, Technology Operations, IT Governance, Service Management, or Program Support.
- Strong understanding of the ITIL framework and service management processes.
- Hands-on experience in Incident, Problem, Change, and Major Incident Management.
- Experience coordinating cross-functional initiatives involving multiple stakeholders.
- Strong organizational, planning, and project tracking skills.
- Experience creating executive reporting dashboards, status reports, and presentations.
- Strong SQL knowledge for troubleshooting and resolving production issues.
- Experience supporting applications in Windows, Linux, or cloud environments.
- Experience with ticketing tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
- Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or similar.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities and workstreams with minimal supervision.
- Strong proficiency in Microsoft Office Suite, including Excel, PowerPoint, Teams, and Outlook.
Nice To Haves
- ITIL Foundation Certification (required), ITIL Intermediate/Managing Professional preferred.
- Experience supporting financial services, banking, insurance, or enterprise applications.
- Exposure to Cloud platforms (Azure, AWS, or GCP).
- Knowledge of DevOps tools and CI/CD processes.
- Experience with scripting languages such as PowerShell, Python, or Shell scripting.
- Familiarity with Agile/Scrum delivery models.
Responsibilities
- Provide Level 2/Level 3 production support for business-critical applications.
- Monitor application health, system performance, and production environments.
- Respond to production incidents, service requests, and outages within defined SLAs.
- Perform root cause analysis (RCA) and implement preventive measures.
- Coordinate with development and infrastructure teams for issue resolution.
- Support scheduled maintenance activities, deployments, and release management.
- Drive ITIL best practices across Incident, Problem, Change, and Service Request Management.
- Lead Major Incident Management calls and coordinate stakeholder communications.
- Conduct post-incident reviews and prepare RCA reports.
- Ensure compliance with Change Management processes and CAB approvals.
- Track and report service metrics, KPI performance, and SLA adherence.
- Support enterprise data governance initiatives, including data quality, lineage, and compliance activities.
- Partner with Data Owners, Stewards, Risk, and Compliance teams to ensure adherence to governance policies.
- Monitor data quality metrics and investigate data-related production issues.
- Support audit, regulatory, and governance reviews.
- Maintain governance documentation and data controls.
- Act as primary contact for production support issues.
- Communicate incident status, risks, and resolutions to business users and leadership teams.
- Partner with global support teams to ensure seamless 24x7 operations.
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
