Production Support Engineer: Platform Reliability & Incidents

Vizient

Chicago (IL)

On-site

USD 77,000 - 135,000

Full time

14 days+

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Job summary

Vizient is seeking a Production Systems Support Engineer to provide technical triage, diagnostics, and operational support across Vizient platforms and business domains. You will improve incident response, restoration speed, escalation quality, RCA follow-through, and overall platform reliability in coordination with Engineering, Product, and Operations teams.

The role requires 2+ years in application or production support, strong SQL/log analysis skills, and experience with cloud-hosted

Qualifications

Relevant degree preferred.

Responsibilities

Investigate production issues involving logs, SQL/data patterns, failed jobs, alerts, workflows, APIs, integrations, reporting, access, configuration, and application behavior.
Analyze platform dependencies, workflows, monitoring events, and system health indicators to identify suspected causes and resolution paths.
Identify workarounds, ownership paths, escalation readiness, and supportable resolution options.
Perform Tier 2 triage for production incidents.
Create evidence-based escalation summaries and handoffs for Product Engineering, Platform Engineering, or Data Engineering teams.
Improve incident intake quality, classification accuracy, ownership clarity, and stakeholder communication.
Develop and maintain runbooks, Standard Operating Procedures (SOPs), known error articles, diagnostic checklists, and support documentation.
Support Root Cause Analysis (RCA) documentation, Problem Records, corrective action tracking, and recurring incident reduction initiatives.
Partner with Product, Engineering, Operations, Support teams, and business stakeholders to improve operational stability and support processes.
Reduce avoidable escalations and recurring production issues through improved diagnostics, documentation, and operational follow-through.