Job Description
Job Description Title: Application production support
Location: Phoenix, AZ (onsite)
Duration: 6 months
Payrange: $50-$60/hr C2C
Role Descriptions:
Incident & Production Support.
" Serve as the primary L2 support resource for production applications and platforms.
" Investigate, troubleshoot, and resolve application, integration, API, file-processing, and infrastructure-related incidents.
" Perform root cause analysis and coordinate with engineering teams for permanent solutions.
" Own incident resolution activities and ensure timely escalations to L3 teams when required.
" Participate in on-call support rotations and critical incident response activities.
" Monitor application health, alerts, dashboards, and operational metrics. Operational Excellence.
" Execute recovery procedures, data validation, and reconciliation activities during incidents.
" Perform trend analysis to identify recurring issues and recommend process improvements.
" Support release validation, production deployments, and post-deployment verification activities.
" Ensure compliance with operational procedures, change management, and support governance standards.
" Create, maintain, and continuously improve support runbooks, standard operating procedures, and troubleshooting guides.
" Document known issues, workarounds, recovery procedures, and support processes.
" Facilitate knowledge transfer sessions with engineering, operations, and support teams.
" Provide clear, concise, and timely updates during incidents and service disruptions.
" Coordinate across business teams, operations, vendors, infrastructure teams, and engineering teams.
" Lead bridge calls and incident communications when required.
" Translate technical issues into business-friendly language for non-technical stakeholders.
" Effectively manage multiple incidents, service requests, tasks, and competing priorities.
" Maintain accurate support records, ticket updates, and resolution documentation.
" Track and report support metrics including incident volume, SLA adherence, recurring issues, and resolution trends.
" Drive continuous improvement initiatives to enhance support efficiency and service quality.