Production Support Engineer – React, IVR Tools

Production Support Engineer – React, IVR Tools

We CGI is seeking an experienced Production Support / Application Support Engineer to provide L2/L3 production support for enterprise applications built using React, Java/Spring Boot, Python, APIs, and microservices. The ideal candidate will have strong troubleshooting skills across application, database, caching, integration, and cloud environments, along with hands-on experience supporting IVR/contact-center technologies such as Amazon Connect, Sierra, and KoreAI.

This role will be responsible for maintaining application stability, troubleshooting production incidents, monitoring system performance, supporting releases, conducting root cause analysis, and implementing preventive measures. The position will also leverage Generative AI, prompt engineering, Retrieval-Augmented Generation (RAG), and AI-assisted tools to improve incident management, troubleshooting, documentation, and knowledge sharing.

This is a Full-Time, On-Site employment opportunity located in Lafayette, LA or Bloomfield, CT in a Hybrid Model.

Provide L2/L3 production support for enterprise applications developed using React, Python, APIs, microservices, MongoDB, Redis, and AWS services.

Support the application developed in React UI, Java/Spring Boot backend service, integration, database, cache, and application performance issues.

Support MongoDB operations, including connectivity, data validation, query optimization, indexing, and performance troubleshooting.

Monitor and resolve Redis Cache issues related to availability, memory utilization, key expiration, data synchronization, and application connectivity.

Support AWS hosted applications and deployments involving Amazon S3, Cloud Front, React UI components, and related cloud services.

Use Dynatrace and Splunk for log analysis, distributed tracing, alert investigation, performance monitoring, dashboarding, and production diagnostics.

Manage production incidents by performing impact assessment, participating in incident bridges, coordinating resolution, completing root cause analysis, and implementing preventive actions.

Build automation for application health checks, log analysis, alert enrichment, operational reporting, and repetitive support activities.

Apply Generative AI, prompt engineering, RAG, and AI assisted tools to accelerate incident analysis, generate incident summaries, support troubleshooting, and improve knowledge management.

Support application releases by completing readiness checks, validating deployments, monitoring post release performance, and coordinating rollback or remediation activities when required.

Communicate incident status, risks, technical findings, and recovery progress clearly to business stakeholders, development teams, infrastructure teams, and leadership.

Participate in rotational on call support and continuously improve application stability, support efficiency, monitoring coverage, and incident prevention.

At least 6-8 years of overall IT experience, including at least 4 years of L2/L3 production support for enterprise and business critical applications.

Supporting applications developed using React, Python, REST APIs, microservices, MongoDB, Redis Cache, and AWS services.

Experience with IVR Tools like Amazon Connect, Sierra, KoreAI.

Experience troubleshooting end to end production issues across the UI, backend services, APIs, integrations, databases, caching layers, and cloud infrastructure.

Experience supporting Doctor Tools and clinician facing applications, including application availability, integrations, workflow issues, and production performance.

Strong experience managing incident and change queues, including ticket prioritization, assignment, SLA tracking, technical analysis, change validation, stakeholder communication, and timely closure.

Experience supporting MongoDB, including connectivity, query performance, indexing, data validation, and production troubleshooting.

Practical experience using AI tools, Generative AI, prompt engineering, and RAG for incident analysis, troubleshooting, operational…