What are the responsibilities and job description for the Production Support Engineer position at Cognizant?
Role: Production Support Engineer
Location: Candidates will need to be based in US and can work remotely from any part of US.
Production Monitoring & Incident Management Engineer with 8–10 years of overall experience
Key Responsibilities
Salary And Other Compensation
The annual salary for this position is between $80,000- $85,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Location: Candidates will need to be based in US and can work remotely from any part of US.
- Please note this role is not able to offer visa transfer or sponsorship, now or in the future.
- Applications will be accepted until June 5, 2026
Production Monitoring & Incident Management Engineer with 8–10 years of overall experience
Key Responsibilities
- Production Monitoring & Incident Management
- Monitor applications, infrastructure, and batch processes in production environments
- Handle P1/P2 incidents and ensure rapid resolution within SLA timelines
- Perform initial troubleshooting, triage, and impact analysis
- Coordinate with offshore L2/L3 teams for issue resolution
- Ensure minimal business impact during incidents
- Monitoring applications and troubleshooting production issues
- SLA-driven incident handling and resolution
- Stakeholder Communication (Critical Onshore Responsibility)
- Act as the primary contact for client/business users onsite
- Provide timely updates on incidents, outages, and resolutions
- Participate in status calls, bridge calls, and escalation meetings
- Manage expectations during critical outages
- Incident, Problem & Change Management (ITIL)
- Manage ServiceNow (or similar) tickets for incidents, service requests, and changes
- Perform Root Cause Analysis (RCA) for recurring issues
- Participate in Problem Management and Change Advisory Board (CAB) processes
- Experience with Incident, Change, and Problem Management processes
- Application / System Support
- Provide end-to-end support across environments (SIT/UAT/PROD)
- Analyze logs, database queries, and system metrics for issue resolution
- Support deployments and validate production releases
- Troubleshooting, defect fixes, and supporting multiple environments
- Providing post-production support and incident resolution
- Coordination with Offshore Teams
- Drive daily syncs with offshore support teams
- Assign and track tickets across L1/L2/L3
- Ensure follow-the-sun or 24/7 support model efficiency
- Preventive & Proactive Activities
- Identify recurring issues and propose permanent fixes
- Automate monitoring and alerts where possible
- Improve system reliability and reduce incident count
- Documentation & Reporting
- Maintain runbooks, SOPs, and knowledge base articles
- Prepare incident reports, RCA documents, and weekly dashboards
Salary And Other Compensation
The annual salary for this position is between $80,000- $85,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
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 : $80,000 - $85,000