Remote Application Support Engineer - Remote Eligible

Remote Sr Application Production Support

A large financial organization is seeking a Remote Sr Application Production Support for a contract opportunity through the end of the year (with a likelihood for extensions into next year). This individual will serve as a Sr Technical Support person for Real Time Payment Rails on the TechOps Team, overseeing incident response, mentoring offshore engineers, and driving continuous improvement across monitoring, tooling, and documentation. Additionally, they will be collaborating closely with Networking team, Mainframe teams due to system integration points. Other responsibilities will include:

Leadership & Strategy

• Build deep expertise in RTP integrations and transaction flows.
• Establish cross-functional relationships across payment rail teams.
• Own escalation decisions and handoffs from TechOps to development.
• Mentor offshore engineers.
• Lead postmortems, RCA reviews, and playbook updates.

Incident Monitoring & First Response

• Monitor SiteScope and Splunk alerts for system health and transaction anomalies.
• Perform initial triage using documented playbooks.
• Escalate critical issues to on-call development and leadership.

Troubleshooting & Analysis

• Investigate API errors, transaction failures, and infrastructure issues using Splunk, database queries, and admin tools.
• Run SQL queries on RTP-related databases (Aurora or equivalent) to validate data integrity.

Ticket Management & Shift Coverage

• Log and manage incidents in ServiceNow and Confluence.
• Ensure smooth shift handovers with detailed documentation.
• Own EST to IST shift transitions and knowledge continuity.

Technical Leadership

• Lead L2 troubleshooting for RTP services and integrations.
• Evaluate customer impact of unplanned dependency outages, and planned maintenance.
• Collaborate with SRE and DevOps teams to debug containerized services (e.g., AWS/ECS/Fargate).
• Drive RCA and postmortem processes for critical incidents.
• Maintain and improve technical documentation and playbooks.

Tooling & Automation

• Enhance Splunk alerting and dashboard visibility.
• Collaborate with SRE/DevOps to improve SiteScope/Splunk alerts & configurations.
• Develop automation scripts for monitoring.
• Define and maintain SLO-based alerting thresholds.

On-Call & Reliability

• Participate in 24x7 on-call rotation.
• Partner with development teams to improve CI/CD reliability and observability.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.