ITIL Production Support Engineer
Listed on 2026-07-28
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IT/Tech
IT Support, Systems Administrator, IT Business Analyst
Role Overview
The ITIL Production Support Engineer will provide end-to-end production support, service management governance, and data governance oversight for critical business applications and enterprise data platforms. 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.
What You Will DoKey responsibilities include providing Level 2/Level 3 production support for business-critical applications, monitoring application health, system performance, and production environments, and responding to production incidents, service requests, and outages within defined SLAs.
Why It Might Be a FitThe 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.
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 Service Now, Remedy, Jira Service Management, or similar
- Strong SQL knowledge for troubleshooting production issues
- Experience with monitoring tools such as Splunk, Dynatrace, App Dynamics, Datadog, Grafana, or similar
- Excellent analytical, troubleshooting, and communication skills
- Paid time off based on employee grade (A-F)
- 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
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