Applicants must be authorized to work in the US without sponsorship. Please note, this role is not able to offer visa transfer or sponsorship now or in the future.
Cognizant is seeking a Production Support Engineer for a remote opportunity in Louisville, KY.
The Technology Operations Center engages support teams during issues and outages, monitors MS Teams channels for situational awareness, and host technical support bridges for P0–P4 incidents to ensure timely coordination and resolution. The team leverages monitoring platforms to detect and respond to issues in real time while providing Level 1 technical support for Remote and Data Center environments. They assist application and SRE teams in resolving incidents and improving performance, document all incidents and resolutions in ServiceNow for effective communication and knowledge sharing, and collaborate with cross functional teams to enhance monitoring and support processes. Additionally, the team executes operational tasks including but not limited to Change Requests—such as installs, reboots, SQL services restart , resource additions, Uninstall manual and scripted, move files from one server to another, robocopy, Cradle point restarts, TLM projects(process documented), Failover cluster nodes, Dynatrace, Minor SSL configuration, Disable/Stop/Restart App pools, server reboot, Enable/Disable Windows features, rename folders/files, clear old FTP files and file transfers—along with Change Tasks like IIS resets and app pool recycles, as well as Service Catalog tasks for lower environments.
Roles and responsibilities:
1. Monitoring & Detection: Real time monitoring of infra, apps & network. 24×7 monitoring of servers, applications, network, hardware, and security devices using dashboards and alerting tools to detect anomalies and system health issues.
2. Incident Identification & Escalation: Detect, triage & escalate incidents. Identify issues through alerts and MS Teams channels, perform initial triage, and escalate to resolver groups (Support, App Teams, SRE, MIM) for timely restoration.
3. Bridge Management (P1–P4): Initiate & manage technical bridges, Host and facilitate incident bridges for P1–P4 events, ensuring communication flow, stakeholder engagement, and efficient restoration efforts. Once the bridge is requested it should be opened within 1 Minute (60 Sec)
4. Technical Support: Perform first line troubleshooting. Resolve incidents using SOPs and runbooks for servers, applications, hardware, and network devices across remote and data center environments.
5. Vendor & Partner Coordination: Coordinate with ISPs & hardware vendors. Engage with ISP, hardware, and external vendors for circuit issues, hardware failures, RMA processing, and vendor-led troubleshooting.
6. Change Execution (Standard Changes): Execute approved CRs & Service Catalog tasks. Perform predefined standard changes such as reboots, installs, software updates, maintenance tasks, certificate renewals, and C Tasks for lower environments.
7. Incident Documentation: Log and maintain records in ServiceNow. Create and update incident tickets with timelines, actions, and resolutions to ensure clarity, compliance, and accurate reporting.
8. Communication Management: Facilitate timely updates during incidents. Initiate communication, provide historical insights, coordinate updates across bridge participants, and ensure adherence to communication SLAs.
9. Reporting & Metrics: Generate operational reports. Create Daily/Weekly/Monthly SLA, KPI, trend, and repeat-incident reports, including manual vs automated resolutions and alert reduction metrics.
10. Process Improvement & Knowledge Management: Improve SOPs & drive continuous improvement. Update SOPs, create new runbooks, collaborate with teams to enhance monitoring and automation, and support shift-left initiatives.
11. Acknowledge Side Chats and Tech Alerts: Acknowledge all the communication from different business & Support teams. Monitor side chats and Tech Alerts continuously and provide timely acknowledgements.
What you’ll need to succeed:
Applicants must have 6 plus years of Server Side Production Support experience.
Must be experienced with ITIL 4.
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.
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
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.
Sobre nosotros:
Cognizant (NASDAQ: CTSH) es un arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
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