Production Support Engineer

Cognizant; Kuala Lumpur; On-site; MYR 72,000 - 110,000; Full time

Job summary

Cognizant is seeking a Production Support / Application Support Engineer to ensure stability and day‑to‑day operability of a complex surveillance platform and its interfaces. You will handle Run-the-Bank support, incident resolution, proactive monitoring, batch support, and change coordination.

Responsibilities include incident management across Linux/Unix/Windows, RCA, ITIL compliant processes, and collaboration with upstream/downstream teams.

Qualifications

• Stable production or application support experience in finance/FS environments.
• Hands-on with Linux/Unix and Windows operating systems.
• Solid knowledge of ITIL Incident/Problem/Change/Release processes.
• Experience monitoring with Geneos, Splunk, Grafana, Nagios, Dynatrace or AppDynamics.
• Ability to write SQL queries for troubleshooting and data checks.
• Experience with batch schedulers such as Control-M, Autosys or Tidal.
• Strong analytical, troubleshooting, prioritization, and communication skills.

Responsibilities

• Provide L2/L3 production support for surveillance applications and interfaces.
• Monitor health, batch processing, availability, and alerts using standard tools.
• Troubleshoot incidents across Linux/Unix, Windows, database, and app layers.
• Perform root cause analysis and support problem management activities.
• Coordinate incidents, changes, and releases per ITIL guidance.
• Maintain documentation, known errors, and knowledge articles.
• Collaborate with upstream/downstream teams to resolve data/interface issues.
• Support disaster recovery planning, testing, and execution as required.
• Track incidents, problems, risks, and enhancements using JIRA.

Skills

Incident management

Production support

Linux/Unix

Windows

ITIL processes

Monitoring & alerting

SQL queries

Batch scheduling

Troubleshooting

Communication

Tools

ITRS Geneos

Nagios

AppDynamics

Dynatrace

Splunk

ELK

Grafana

Control-M

Autosys

Tidal

MS SQL

Sybase

JIRA

Job description

Role Purpose:

The Production Support / Application Support Engineer will be responsible for ensuring the stability, availability, and effective day-to-day operation of the communication surveillance platform and its upstream and downstream applications. The role is primarily focused on Run-the-Bank support, incident resolution, proactive monitoring, batch support, change coordination, and operational risk reduction.

Key Responsibilities

• Provide L2/L3 production support for communication surveillance applications and related interfaces.
• Monitor application health, batch processing, system availability, and production alerts using tools such as ITRS Geneos, Nagios, AppDynamics, Dynatrace, Splunk, ELK, Grafana, or equivalent monitoring platforms.
• Investigate, troubleshoot, and resolve incidents across Linux, Unix, RHEL, Windows, database, batch, and application layers.
• Perform root cause analysis for recurring issues and support problem management activities.
• Support ITIL-aligned Incident, Problem, Change, and Release Management processes.
• Coordinate production changes, validate implementation readiness, and support post-change verification.
• Maintain operational documentation, support procedures, known error records, and knowledge articles in Confluence or equivalent tools.
• Work with upstream and downstream application teams to troubleshoot data flow, interface, and dependency-related issues.
• Support disaster recovery planning, testing, and execution activities as required.
• Use JIRA or equivalent tools to track incidents, problems, risks, enhancements, and operational actions.

Must-Have Skills

• Strong production support or application support experience in a banking, financial services, or capital markets environment.
• Hands-on experience with Linux, Unix, RHEL, and Windows environments.
• Good working knowledge of ITIL Incident, Problem, Change, and Release Management practices.
• Experience with monitoring and alerting tools such as ITRS Geneos, Splunk, Grafana, Nagios, Dynatrace, AppDynamics, or ELK.
• Working knowledge of relational databases such as MS SQL or Sybase, including ability to write and execute queries for troubleshooting.
• Experience with batch scheduling tools such as Control-M, Autosys, Tidal, or equivalent platforms.
• Strong analytical, troubleshooting, prioritization, and communication skills.

Preferred Skills

• Experience supporting surveillance platforms such as Smarsh Enterprise Conduct, Csurv, Theta Lake, or similar compliance technology platforms.
• Basic scripting knowledge in Bash, Perl, Python, PowerShell, or batch scripting.
• Exposure to Capital Markets, compliance surveillance, regulatory reporting, or communication monitoring processes.
• Experience supporting disaster recovery testing and production readiness activities.