What are the responsibilities and job description for the Ignition SCADA / OEE Platform Support Engineer (L2/L3) - Remote position at Cognizant?
- Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant, a member of the NASDAQ-100, is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.
About Cognizant’s IoT Practice
Intelligent, IoT-enabled products will soon result in the proliferation of data and disrupt virtually all industries. To be successful, both large and small companies must leverage IoT capabilities by designing modern products that fundamentally connect people with processes. Within Cognizant IOT, we engineer industry-aligned, IoT-enabled products that merge industry needs with human drivers. Our intelligent products will revolutionize experiences and result in exciting, transformative outcomes. Without human-centered thinking, connected products are just standalone things—but with it, our modern connected products facilitate a unified way of life enjoyed by all.
Job Title
Senior Ignition SCADA / OEE Platform Support Engineer (L2/L3)
Role Overview
We are seeking a Senior Ignition Platform Support Engineer (L2/L3) to support a large‑scale, mission‑critical OEE and Manufacturing Analytics platform built on Inductive Automation Ignition.
The role focuses on production support, incident management, root cause analysis, and operational stability across OT/IT integrated environments, with real‑time event streaming using Apache Kafka and enterprise reporting via Qlik.
This is a client‑facing role operating within an onshore–offshore delivery model, requiring strong technical expertise, operational ownership, and clear stakeholder communication.
Key Responsibilities
Production Support & Operations
- Provide L2/L3 application and production support for Ignition‑based platforms, including:
- Ignition Gateways
- Tags, Alarming, Scripting
- Alarms configuration and behavior
- System integrations and data pipelines
- Proactively monitor application health, system performance, data latency, and alarm behavior to ensure high availability and continuity.
- Participate in on‑call rotations and major incident bridges as required.
- Perform incident triage, deep‑dive troubleshooting, and root cause analysis (RCA) in complex, distributed environments.
- Own problem records for recurring or high‑impact incidents and drive permanent corrective and preventive actions.
- Provide clear impact analysis, mitigation plans, and resolution updates throughout incident lifecycles.
- Operate within ITSM frameworks (Incident, Problem, Change, and Service Request Management).
- Support event‑driven integrations involving Apache Kafka, enabling reliable real‑time data streaming between:
- Ignition
- Analytics platforms
- Enterprise systems
- Troubleshoot end‑to‑end data flow issues across Ignition → Kafka → downstream consumers (MES, analytics, reporting).
- Collaborate with the Qlik support team to ensure data accuracy, consistency, and refresh reliability for enterprise OEE reporting.
- Work closely with OT, IT, and data engineering teams to ensure stability at OT/IT integration points.
- Coordinate effectively across onsite–offshore delivery models, enabling smooth handoffs and follow‑the‑sun support.
- Act as a technical support lead in client interactions, escalations, and service reviews.
- Develop, maintain, and enhance SOPs, runbooks, and knowledge articles to enable L1/L1.5 teams.
- Identify automation opportunities, improved monitoring, and proactive alerting within the Ignition ecosystem.
- Contribute to Continuous Service Improvement (CSI) initiatives focused on:
- Reducing repeat incidents
- Improving MTTR
- Enhancing operational efficiency
- Support adoption of automation and GenAI‑assisted support capabilities (e.g., log analysis, ticket classification, self‑healing patterns).
- Participate in service transition and stabilization for new Ignition applications moving into production support.
Technical Skills
- 7–10 years of hands‑on experience with the Ignition platform.
- 5 years in Production Support / Application Management Services (AMS) for large‑scale, business‑critical applications.
- Strong understanding of OEE business logic and manufacturing KPIs.
- Hands‑on experience with Apache Kafka and event‑driven architectures.
- Experience integrating Kafka with Snowflake and analytics/reporting platforms.
- Familiarity with Qlik for enterprise‑level OEE dashboards and reporting.
- Strong troubleshooting skills across:
- Distributed systems
- Real‑time data pipelines
- Hybrid IT/OT environments
- Experience with monitoring tools such as Dynatrace and SolarWinds.
- Proven experience in client‑facing roles, managing expectations during high‑pressure situations.
- Strong communication skills for incident updates, executive summaries, and service reviews.
- Ability to drive ownership, accountability, and structured problem resolution.
- Comfortable working in 24×7 support models and critical production environments.
- Onshore–Offshore Model
- 1 Onshore Technical Lead
- 4 Offshore Support Analysts
- L2 and L3 production support for Ignition‑based OEE platforms and dashboards
- End‑to‑end application support covering OT systems, streaming integrations, and enterprise reporting
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Salary : $110,000 - $130,000