Engineer, IT Support

Production Support Engineer – Splunk & Dynatrace (Mid‑Senior Level – Full Time)

Production Support Engineer with Splunk and Dynatrace experience. Your role will involve supporting the day‑to‑day operations of the SIPH application environment, leading triage calls, coordinating with cross‑functional teams, and providing updates on progress toward restoral.

Salary Range: $95,000–$115,000 per year.

• Support written, triage, defect resolution, compliance, and all production support functions.
• Provide on‑call support for incident/issue triaging and coordinate with various support teams.
• Communicate overall status and health of the application to line of business and management.
• Identify opportunities for monitoring, automation, and process improvement.
• Drive the prost problem management process to root cause and corrective action.
• Develop tools, dashboards, reports, alerts, or processes using Splunk, Introscope, etc. to aid monitoring and day‑to‑day tasks.
• Participate in changes, releases, and evaluate stability/risk items in production.
• Perform troubleshooting, analysis, research, and resolution using advanced query and programming skills; conduct root cause analysis.
• Work closely with Technology Infrastructure Teams and Development Teams on releases, upgrades, and server maintenance.
• Real‑time restoration and triage of issues impacting technical services to bank customers and partners.
• Assess initial severity, gather impacts, create tickets (MyITSM), engage necessary support teams, and escalat‡e as necessary.
• Participate in Disaster Recovery and Resiliency Exercises.
• Communicate effectively with both technical and non‑technical partners.
• Express new ideas, concerns, and opinions directly in team meetings and via remote tools.
• Hands‑on experience in Incident and Problem Management.

• Hands‑on experience with databases (Oracle, Teradata).
• Hands‑on experience in core Java and J2EE technologies.
• Experience with a job scheduling tool – Autosys.
• Knowledge of monitoring tools: ITRS Geneous, Splunk, Dynatrace, Remedy.
• Experience with creating dashboards, reports, alerts, saved searches, and automations as per user/stakeholder requirements.
• Experience with configuring inputs and new connections with Splunk DB Connect.
• Knowledge of ITIL concepts:
  Incident and Problem Management.
• Knowledge of incident management (ITSM Remedy, MyITSM).
• Must have previous production support experience.
• Willingness to provide stand‑by out‑of‑hour support on a rotational basis.
• Good understanding of the financial/banking industry.
• Creative and strong problem‑solving skills.
• Excellent written and verbal communication skills.
• Ability to operate in high‑pressure situations.
• Results‑oriented; able to interact effectively with senior management and business partners.

• Bachelor of Computer Science.

Mid‑Senior Level – Full Time.