ITIL Production Support Engineer
About The Position
We are seeking an experienced ITIL Production Support & Data Governance Analyst to provide end-to-end production support, service management governance, and data governance oversight 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. This role will work closely with Technology Operations, Application Support, Engineering, Risk, Compliance, and Data Management teams to ensure high system availability, governance compliance, and operational excellence.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
- 5+ years of experience in Production Support, Application Support, or IT Operations.
- Strong understanding of ITIL framework and service management processes.
- Experience in Incident, Problem, Change, and Major Incident Management.
- Knowledge of application support in Windows, Linux, or cloud environments.
- Experience with ticketing tools such as ServiceNow, Remedy, Jira Service Management, or similar.
- Strong SQL knowledge for troubleshooting production issues.
- Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Datadog, Grafana, or similar.
- Excellent analytical, troubleshooting, and communication skills.
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
