Production Support Engineer

About Us:-

Net2Source Inc. is one of the fastest growing diversity certified global workforce solutions companies with an unprecedented YoY growth of over 100% for last 6 years working with Fortune 1000/Global 2000 across 34 countries and 5 continents including North America, South America, Europe, Asia, Australia and Middle East.

About the Role:-Role: Application Production SupportLocation: Belfast and London, UK/Hybrid 3 days a weekType: Permanent/FTEJob Description:

Own 24x7 application production support operations ensuring uptime performance and stability

Lead and manage L2L3 application support teams including staffing shifts and performance management

Drive Incident Problem and Change Management in line with ITIL processes

Ensure SLA KPI adherence track metrics and present operational dashboards to stakeholders

Lead major incident management including bridge calls stakeholder communication and post incident reviews

Perform and govern Root Cause Analysis RCA and ensure permanent fixes are implemented

Collaborate with Development QA Infra and Vendor teams for issue resolution and release support

Oversee release deployment and production validation activities

Identify and drive automation opportunities to reduce manual effort and improve efficiency

Ensure applications meet security compliance and audit requirements

Prepare and present Monthly Operations Review MOR and management reports

Required Skills Experience:

5 -7 years of IT experience with strong background in Application Production Support

Proven experience managing enterprise applications in BFSI or large regulated environments

Strong hands-on experience with ITIL processes Incident Problem Change Release

Experience with ticketing and monitoring tools ServiceNow JIRA AppDynamics Dynatrace etc

Solid understanding of application architecture databases batch jobs and middleware

Experience managing onshore offshore teams and vendor coordination

Strong stakeholder management and communication skills

Technical Competencies Preferred:

Unix Linux SQL Autosys ControlM or similar schedulers

Understanding of cloud or hybrid environments AWSAzure

Exposure to automation scripting Shell Python desirable

Knowledge of DevOps and CICD support models

Certifications:

ITIL Certification mandatory

PMP Agile certifications good to have

Key Success Metrics:

SLA availability compliance

Mean Time to Resolve MTTR

Reduction in repeat incidents

Automation and cost optimization initiatives

Stakeholder satisfaction scores