L2 Production Support Engineer

Role:

L2

Production Support Engineer Location:

Jacksonville, FL Contract Long Term Provide Level 2 production support across CSO applications, operating within ITIL processes and established Key Operating Procedures with a strong focus on security and stability Own incident management from identification through resolution, including impact assessment, stakeholder communication, escalation, and post‑incident review Maintain high availability of critical services by meeting defined KPIs, SLAs, and MTTR targets Partner with engineering and program teams to onboard support for new applications and ensure production readiness Deploy and enhance monitoring and alerting solutions to proactively detect and resolve application issues Drive automation initiatives to reduce manual effort and continuously improve the production support environment Skills You ll Need Proven experience supporting applications in a controlled production environment within a large enterprise or financial services organization Strong knowledge of UNIX/Linux and Windows environments with hands‑on scripting or automation experience (e.g., Python, Shell, Ansible) Demonstrated experience managing incidents, problems, and changes within ITIL‑based service operations Working knowledge of databases and data querying (e.g., Oracle, MS SQL) Experience supporting security or endpoint platforms, including EDR or similar security tooling Skills That Will Help You Excel Automation‑first mindset with a focus on reliability and service improvement Strong communication skills with the ability to translate technical issues for non‑technical stakeholders Experience working with global, distributed teams across time zones Familiarity with DevOps, SRE, and Agile methodologies Relevant certifications such as ITIL Foundation or cloud certifications Familiarity with Microsoft Defender for Endpoint, Sentinel, KQL, Azure Infrastructure. Able to create automation using Python Script, Ansible, PowerShell, Linux Shell Scrip