Production Support Engineer

Applicants must be authorized to work in the US without sponsorship.
Please note, this role is not able to offer visa transfer or sponsorship now or in the future.

Cognizant is seeking a Production Support Engineer for a full‑time onsite opportunity in Louisville, KY.

The Technology Operations Center engages support teams during issues and outages, monitors MS Teams channels for situational awareness, and hosts technical support bridges for P0–P4 incidents to ensure timely coordination and resolution. The team leverages monitoring platforms to detect and respond to issues in real time while providing Level 1 technical support for Remote and Data Center environments. They assist application and SRE teams in resolving incidents and improving performance, document all incidents and resolutions in Service Now for effective communication and knowledge sharing, and collaborate with cross‑functional teams to enhance monitoring and support processes.

Additionally, the team executes operational tasks including but not limited to Change Requests—such as installs, reboots, SQL services restart, resource additions, uninstall manual and scripted, move files from one server to another, robocopy, cradle point restarts, TLM projects (process documented), failover cluster nodes, Dynatrace, minor SSL configuration, disable/stop/restart app pools, server reboot, enable/disable Windows features, rename folders/files, clear old FTP files and file transfers—along with Change Tasks like IIS resets and app pool recycles, as well as Service Catalog tasks for lower environments.

1. Monitoring & Detection:
Real time monitoring of infra, apps & network. 24×7 monitoring of servers, applications, network, hardware, and security devices using dashboards and alerting tools to detect anomalies and system health issues.

2. Incident Identification & Escalation:
Detect, triage & escalate incidents. Identify issues through alerts and MS Teams channels, perform initial triage, and escalate to resolver groups (Support, App Teams, SRE, MIM) for timely restoration.

3. Bridge Management (P1–P4):
Initiate & manage technical bridges, host and facilitate incident bridges for P1–P4 events, ensuring communication flow, stakeholder engagement, and efficient restoration efforts. Once the bridge is requested it should be opened within 1 Minute (60 Sec).

4. Technical Support:
Perform first line troubleshooting. Resolve incidents using SOPs and runbooks for servers, applications, hardware, and network devices across remote and data center environments.

5. Vendor & Partner Coordination:
Coordinate with ISPs & hardware vendors. Engage with ISP, hardware, and external vendors for circuit issues, hardware failures, RMA processing, and vendor‑led troubleshooting.

6. Change Execution (Standard Changes):
Execute approved CRs & Service Catalog tasks. Perform predefined standard changes such as reboots, installs, software updates, maintenance tasks, certificate renewals, and C Tasks for lower environments.

7. Incident Documentation:
Log and maintain records in Service Now. Create and update incident tickets with timelines, actions, and resolutions to ensure clarity, compliance, and accurate reporting.

8. Communication Management:
Facilitate timely updates during incidents. Initiate communication, provide historical insights, coordinate updates across bridge participants, and ensure adherence to communication SLAs.

9. Reporting & Metrics:
Generate operational reports. Create Daily/Weekly/Monthly SLA, KPI, trend, and repeat‑incident reports, including manual vs automated resolutions and alert reduction metrics.

10. Process Improvement & Knowledge Management:
Improve SOPs & drive continuous improvement. Update SOPs, create new runbooks, collaborate with teams to enhance monitoring and automation, and support shift‑left initiatives.

11. Acknowledge Side Chats and Tech Alerts:
Acknowledge all the communication from different business & Support teams. Monitor side chats and Tech Alerts continuously and provide timely acknowledgements.

• Applicants must have 6+ years of Server Side Production Support experience.
• Must be experienced with ITIL 4.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long‑term/Short‑term Disability
• Paid Parental Leave

Disclaimer:
The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.