Role Summary & Description:

We are seeking a Production Support Engineer with 5 to 9 years of experience to support day-to-day operations of the RSA Archer GRC platform. This role involves monitoring system health, resolving incidents, managing user access, and collaborating with technical teams to support configurations and upgrades. The ideal candidate will have a keen interest in GRC platforms, good troubleshooting skills, and a willingness to learn and grow in a fast-paced enterprise environment.

Core/Must have skills:

• Provide L2/L3 production support for Archer GRC applications and related integrations. (Good to have)
• Support platform upgrades, patching, Vulnerability remediation, configuration change Implementation, production validation, and deployment activities.
• Hands on managing incidents, problem tickets, and perform RCA for recurring issues.
• Monitor infrastructure health, availability, performance, and capacity using enterprise monitoring tools and taking necessary actions.
• Maintain infrastructure documentation, operational procedures, and knowledge articles.
• Troubleshoot issues related to application, databases, and infrastructure and collaborate with development, database, cloud, and infrastructure teams for resolution.
• Automate operational tasks using Python, PowerShell, or Shell scripting.
• Ensure platform availability, security, and compliance standards are maintained.
• Maintain incidents and change records using ITSM tools like ServiceNow or Jira.
• Document known issues, troubleshooting steps, and support procedures.
• Maintain CMDB accuracy and infrastructure asset records.
• Ensure compliance with security, audit, and infrastructure standards.

Technical Skills:

• Hands on configuration, Deployments, debugging issues on Archer (Good to have)
• Incident, Problem, and Change Management processes.
• SQL querying, data analysis, and database troubleshooting
• Application monitoring using Dynatrace, Splunk, AppDynamics, Grafana, or similar tools.
• Shell Scripting, Python, or PowerShell automation.
• Experience with SQL and database querying.
• Experience with API development.
• Strong analytical and debugging skills

Good to have skills:

• Strong problem-solving and troubleshooting skills.
• Excellent communication and stakeholder management abilities.
• Ability to work in a fast-paced production support environment.
• Willingness to learn and adapt to new technologies

Work Schedule: On-Premises. Flexible support for occasional weekend activities, production releases, and critical incident support. Willingness to work extended business hours when required during production issues

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