Job DescriptionJob Description Title: Application production supportLocation: Phoenix, AZ (onsite)
Duration:
6 monthsPayrange: $50-$60/hrC2C 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.
