What are the responsibilities and job description for the L2 Production Support Engineer position at GLOBAL VISSE INC?
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