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 8–10 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.
Over ons
Cognizant (NASDAQ: CTSH) is een bouwer van AI-oplossingen en een leverancier van technologiediensten. Wij slaan de brug tussen AI-investeringen en ondernemingswaarde door het bouwen van full-stack AI-oplossingen voor onze klanten. Onze diepgaande kennis van sectoren, processen en engineering stelt ons in staat om de unieke context van een organisatie te verankeren in technologische systemen. Deze systemen versterken het menselijk potentieel, realiseren tastbaar rendement en geven wereldwijde ondernemingen een voorsprong in een snel veranderende wereld. Ontdek hoe op www.cognizant.com of @cognizant.
Aanvullende arbeidsinformatie
De informatie over de beloning is correct op de datum van deze vacature. Cognizant behoudt zich het recht voor om deze informatie op elk moment te wijzigen, met inachtneming van de toepasselijke wetgeving.
Van sollicitanten kan worden verwacht dat zij gesprekken bijwonen, persoonlijk of via een videogesprek. Daarnaast kan van kandidaten worden gevraagd om tijdens elk gesprek een geldig, door de overheid uitgegeven identiteitsbewijs (zoals een identiteitskaart of paspoort) te tonen.
Cognizant is een werkgever die gelijke kansen biedt. Je sollicitatie en kandidatuur worden niet beoordeeld op basis van ras, huidskleur, geslacht, religie, levensovertuiging, seksuele geaardheid, genderidentiteit, nationale afkomst, handicap, genetische informatie, zwangerschap, veteranenstatus of enige andere eigenschap die wordt beschermd door federale, regionale of lokale wetgeving.
