Production Support Engineer

at Cognizant in Boise, Idaho, United States

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 i