Application production support

Title: Application production support

Location: Phoenix, AZ (onsite)

Duration: 6 months

Payrange: $50-$60/hr C2C

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.

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