Overview The Product Support Engineer is responsible for maintaining the stability, reliability, and performance of production applications. This role focuses on incident resolution, system monitoring, troubleshooting, and supporting application releases and continuous improvement.
Responsibilities
Monitor, troubleshoot, and resolve production incidents to ensure system availability and performance.
Manage incident, problem, and change processes following ITIL best practices.
Collaborate with development, infrastructure, and business teams to resolve technical issues.
Support on-call and shift rotations, including coordination with global teams across time zones.
Lead or participate in major incident calls, root cause analysis, and post-incident reviews.
Support CI/CD deployments, automation, and internal technical initiatives.
Document procedures, incident resolutions, and knowledge articles.
Required Qualifications
5–8 years of experience in production or application support.
Strong experience with Incident, Problem, and Change Management.
Experience with GENEOS, Control-M, or similar monitoring and scheduling tools.
Strong SQL skills with Microsoft SQL Server, Oracle, or similar databases.
Experience with Windows Server, WebSphere, IIS, and MQ.
Working knowledge of Python, Git, JIRA, and cloud technologies such as AWS or GCP.
Strong communication and troubleshooting skills.
Ability to work under pressure and support time-sensitive production issues.
Preferred Qualifications
ITIL certification.
3+ years of experience in investment banking or financial services.
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