Production Support with AURA

Tekgence Inc; Atlanta (GA); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Tekgence Inc. in Atlanta (GA) and Tampa (FL) is seeking a Telecom Assisted sales Production Support Engineer to ensure stability and performance of AURA and related enterprise systems.

This hybrid role involves incident management, monitoring, and cross-team collaboration to resolve production issues within defined SLAs. The candidate should have hands-on experience with REST/SOAP, Java/Spring Boot, Kubernetes, and cloud basics, with strong ITSM tooling proficiency.

Qualifications

• 7+ years of experience in production support for Telecom Assisted sales platforms.
• Experience in incident management, RCA, SLA tracking, and release support.
• Strong knowledge of REST APIs, SOAP, JSON/XML, and service-to-service communication.
• Java, Spring Boot, microservices, app servers, and backend troubleshooting.

Responsibilities

• Own day-to-day production support for AURA and Total Access applications, services, interfaces, batch jobs, APIs, and business workflows.
• Monitor application availability, performance, alerts, logs, dashboards, integrations, and scheduled jobs.
• Handle L2/L3 incidents, perform technical analysis, troubleshoot failures, and restore services within SLA timelines.
• Perform root cause analysis and permanent fixes coordination for production issues.
• Coordinate with Dev, QA, DevOps, Infra, DB, Network, Security, and business teams for issue resolution.

Skills

L2/L3 support

Incident management

REST APIs

SOAP Web Services

Java

Spring Boot

Kubernetes

SQL databases

Monitoring tools

DNS/GSLB/CDN

Kafka

ITSM tools

AWS Cloud

Jenkins

Docker

OpenShift

Tools

Splunk

ELK

Kibana

Grafana

AppDynamics

Dynatrace

New Relic

OpenSearch

Prometheus

CloudWatch

ServiceNow

Jira

Confluence

Job description

Telecom Assisted sales Production Support with AURA

Atlanta GA and Tampa FL (3 days hybrid)

12+ months contract

Experience Required: 7+ years of experience in application production support, enterprise application support, or L2/L3 support with hands‑on experience in Telecom Assisted sales platform support, incident management, monitoring, troubleshooting, and release support.

Job Summary

We are looking for an experienced Telecom Assisted sales Production Support Engineer / Application Support Specialist responsible for ensuring the stability, availability, and performance of Telecom Assisted sales applications and related enterprise systems. The role requires strong production support experience, hands‑on troubleshooting skills, incident management ownership, application monitoring, API and database validation, and coordination with development, infrastructure, DevOps, QA, and business teams to resolve production issues within defined SLA timelines.

Required Technical Skills

• Strong experience in Telecom Assisted sales Production Support, Application Support, L2/L3 Support, and enterprise application operations.
• Hands-on knowledge of incident management, problem management, change management, RCA, defect triage, SLA tracking, and production issue resolution.
• Good understanding of REST APIs, SOAP Web Services, API integration, JSON, XML, and service-to-service communication.
• Working knowledge of Java, Spring Boot, microservices architecture, application servers, and backend service troubleshooting.
• Strong Kubernetes (EKS) skill to troubleshoot the issue.
• Strong database validation skills using SQL with Oracle, Cassandra, PostgreSQL, MySQL, or SQL Server.
• Experience with log analysis, monitoring, and alerting tools such as Splunk, ELK, Kibana, Grafana, AppDynamics, Dynatrace, New Relic, OpenSearch, Prometheus, or CloudWatch.
• Good Understanding on DNS, GSLB, CDN, WAF, NLB & ALB, Identity Gateway, Api Gateway, Nginx Proxy, and related components
• Knowledge of Unix/Linux commands, shell scripting, batch job monitoring, file processing, and server-level troubleshooting.
• Familiarity with messaging and integration technologies such as Kafka (MSK), JMS, RabbitMQ, or Apache Camel.
• Experience with deployment support, release validation, rollback coordination, post-release monitoring, and hypercare support.
• Hands‑on exposure to ITSM and collaboration tools such as ServiceNow, Jira, Confluence, Remedy, or similar platforms.
• Basic understanding of CI/CD tools and DevOps ecosystem including Jenkins, Git, Maven, Docker, or OpenShift.
• Knowledge of ITIL processes, operational governance, production readiness, audit compliance, and runbook management.
• Good Understanding of AWS Cloud.

Roles and Responsibilities

• Own day-to-day production support for AURA and Total Access applications, services, interfaces, batch jobs, APIs, and business workflows.
• Monitor application availability, performance, alerts, logs, dashboards, integrations, and scheduled jobs to ensure smooth business operations.
• Handle L2/L3 incidents, perform technical analysis, troubleshoot failures, and restore services within agreed SLA timelines.
• Perform root cause analysis, impact assessment, defect analysis, and permanent fix coordination for production issues.
• Analyze application logs, API failures, database errors, timeout issues, job failures, integration breakdowns, and performance bottlenecks.
• Coordinate with development, QA, DevOps, infrastructure, database, network, security, and business teams for issue resolution and service restoration.
• Support release activities including deployment validation, smoke testing, production verification, rollback coordination, and post-deployment hypercare.
• Manage incidents, service requests, problem tickets, change requests, and production defects using ITSM tools such as ServiceNow or Jira.
• Prepare incident updates, RCA reports, status reports, known error documentation, SOPs, runbooks, and knowledge articles.
• Track recurring issues, identify automation opportunities, recommend process improvements, and support continuous service improvement initiatives.
• Ensure compliance with ITIL processes, change governance, audit requirements, access controls, production readiness, and operational standards.
• Participate in daily operations calls, bridge calls, release meetings, change review discussions, and stakeholder status updates.

Linkedin:- linkedin.com/in/nitesh-ch-a378b5222

6655 Deseo Dr, Suite 104,Irving, TX , 75039 www.tekgence.com