Java Production Support Engineer

Job Title: Java Production Support Engineer
Location: Hybrid / Remote - Cincinnati, OH

Job Summary

• We are seeking a skilled Java Production Support Engineer to provide Level 2 / Level 3 support for mission‑critical Java‑based applications in a production environment.
• The ideal candidate will have strong experience with Java application troubleshooting, ITSM processes, ServiceNow, and ITIL best practices, ensuring high system availability, quick incident resolution, and continuous service improvement.

Key Responsibilities
Production Support & Operations

• Provide L2/L3 production support for Java‑based applications
• Monitor application health, performance, and availability in production
• Troubleshoot application, JVM, and infrastructure‑related issues
• Perform root cause analysis (RCA) and implement preventive fixes
• Handle production incidents, outages, and escalations efficiently
• Participate in on‑call and off‑hours support rotations

ITSM & ServiceNow

• Manage Incidents, Problems, and Change requests using ServiceNow
• Ensure incidents are resolved within SLA and ITIL guidelines
• Create and update incident records, runbooks, and knowledge articles
• Participate in Problem Management and Major Incident Management (MIM)
• Support Change Management activities including deployments and maintenance windows

Java Application Support

• Analyze logs, exceptions, and stack traces for Java applications
• Support applications built with Java, J2EE, Spring, or similar frameworks
• Work with development teams to deploy fixes and patches
• Assist with application restarts, configuration changes, and JVM tuning (basic)

Deployment & Release Support

• Support production deployments and release activities
• Validate application readiness before and after releases
• Coordinate with DevOps, QA, and development teams during deployments
• Roll back changes if required and ensure service stability

Collaboration & Documentation

• Work closely with development, DevOps, database, and infrastructure teams
• Document troubleshooting steps, known issues, and resolutions
• Participate in post‑incident reviews and continuous improvement initiatives

Required Skills & Qualifications
Core Technical Skills

• Strong experience in Java application support
• Good understanding of Java/J2EE applications and web services
• Experience analyzing logs and debugging runtime issues
• Basic knowledge of SQL for data validation and analysis

ITSM & Tools

• Solid experience with ITSM processes
• Hands‑on experience using ServiceNow
• Strong understanding of ITIL framework

Operating Systems & Tools

• Experience with Linux/Unix or Windows servers
• Basic knowledge of monitoring tools (AppDynamics, Dynatrace, Splunk, etc.)
• Familiarity with application servers (Tomcat, WebLogic, JBoss - preferred)