Senior Production Support Engineer

Summary: The Senior Production Support Engineer is responsible for leading and coordinating high-severity incident calls, ensuring effective communication and resolution. This role involves conducting post-incident reviews, managing problem records, and collaborating with cross-functional teams to implement improvements. The engineer will also engage with client stakeholders to align on reliability goals and maintain reporting dashboards for service health.

Key Responsibilities:

• Lead and coordinate SEV1/SEV2 incident calls, ensuring timely resolution and clear communication.
• Conduct thorough post-incident reviews and drive root cause analysis (RCA).
• Manage Problem Records (PRBs) and associated tasks to eliminate recurring issues.
• Collaborate with cross-functional teams to implement corrective and preventive actions.
• Engage with client stakeholders to negotiate priorities, communicate impact, and align on reliability goals.
• Identify and drive continuous improvement initiatives across systems, processes, and tooling.
• Maintain dashboards and reporting for incident trends, problem management, and service health.

Key Skills:

• Experience in incident management and problem resolution.
• Strong analytical and root cause analysis skills.
• Ability to collaborate with cross-functional teams.
• Excellent communication and negotiation skills.
• Proficiency in maintaining dashboards and reporting tools.
• Knowledge of continuous improvement methodologies.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: Other