Role: Production Support Engineer
Location: Candidates will need to be based in US and can work remotely from any part of US.
** Please note this role is not able to offer visa transfer or sponsorship, now or in the future.
** Applications will be accepted until June 5, 2026
Role Overview:
Production Monitoring & Incident Management Engineer with 5–7 years of overall experience
Key Responsibilities
1. Production Monitoring & Incident Management
- Monitor applications, infrastructure, and batch processes in production environments
- Handle P1/P2 incidents and ensure rapid resolution within SLA timelines
- Perform initial troubleshooting, triage, and impact analysis
- Coordinate with offshore L2/L3 teams for issue resolution
- Ensure minimal business impact during incidents
Internal reference highlights:
- Monitoring applications and troubleshooting production issues
- SLA-driven incident handling and resolution
2. Stakeholder Communication (Critical Onshore Responsibility)
- Act as the primary contact for client/business users onsite
- Provide timely updates on incidents, outages, and resolutions
- Participate in status calls, bridge calls, and escalation meetings
- Manage expectations during critical outages
3. Incident, Problem & Change Management (ITIL)
- Manage ServiceNow (or similar) tickets for incidents, service requests, and changes
- Perform Root Cause Analysis (RCA) for recurring issues
- Participate in Problem Management and Change Advisory Board (CAB) processes
Supported by internal content:
- Experience with Incident, Change, and Problem Management processes
Handling ServiceNow tickets and ITIL-based support work
4. Application / System Support
- Provide end-to-end support across environments (SIT/UAT/PROD)
- Analyze logs, database queries, and system metrics for issue resolution
- Support deployments and validate production releases
Example responsibilities:
- Troubleshooting, defect fixes, and supporting multiple environments
- Providing post-production support and incident resolution
5. Coordination with Offshore Teams
- Drive daily syncs with offshore support teams
- Assign and track tickets across L1/L2/L3
- Ensure follow-the-sun or 24/7 support model efficiency
6. Preventive & Proactive Activities
- Identify recurring issues and propose permanent fixes
- Automate monitoring and alerts where possible
- Improve system reliability and reduce incident count
7. Documentation & Reporting
- Maintain runbooks, SOPs, and knowledge base articles
- Prepare incident reports, RCA documents, and weekly dashboards
Provide insights on system performance and trends
Salary and Other Compensation:
The annual salary for this position is between $80,000- $85,000 depending on experience and other qualifications of the successful candidate.
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.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
· Medical/Dental/Vision/Life Insurance
· Paid holidays plus Paid Time Off
· 401(k) plan and contributions
· Long-term/Short-term Disability
· Paid Parental Leave
· Employee Stock Purchase Plan
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.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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