Role Summary & Role Description:

We are seeking a Production Support Engineer with 6-10 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 working 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.
• Experience in archer configuration, access management , workflows , notifications, and data imports.
• Support Archer platform upgrades, patching, configuration changes, and deployment activities.
• Manage Archer data feeds, questionnaires, workflows, access controls, and custom objects.
• Coordinate with infrastructure , databases, cloud, and application team during outages.
• Participate in change Management , release and deployment activities
• Monitor application health, troubleshoot incidents, and resolve production issues within SLA timelines.
• perform and automate routine activates such as job Monitoring & Scheduling , Services restart and environment checks( services restart)
• closely with business stakeholders, developers, and infrastructure teams for issue resolution and enhancements.
• Perform root cause analysis (RCA) for recurring incidents and implement preventive measures.
• Ensure platform availability, security, and compliance standards are maintained.
• Maintain incident and change records using ITSM tools like ServiceNow or Jira.
• Document known issues, troubleshooting steps, and support procedures.

Technical Skills:

• Experience with monitoring tools such as Splunk, Dynatrace,
• Strong SQL knowledge and database troubleshooting skills.
• Scripting experience in PowerShell, or Python
• Understanding of cloud platforms such as AWS

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

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