Purpose:
This document outlines the requirements for a vendor resourcing firm to identify qualified candidates for an application production support role with strong Java full stack knowledge, service management experience, cloud exposure, ETL background, automation capabilities, and disciplined RCA and problem management skills.
Role Overview
The vendor is requested to provide experienced candidates who can support enterprise applications in a production environment. The role is focused primarily on application support, incident response, service restoration, issue triage, root cause analysis, problem management, operational stability, and continuous improvement. Candidates should have enough Java full stack and Spring Boot knowledge to troubleshoot application behavior, review logs, analyze code-level issues when needed, and partner effectively with development teams; however, the primary expectation is support and reliability rather than new feature development.
Key Responsibilities
Provide day-to-day production support for enterprise applications, including monitoring, issue triage, incident response, and service restoration.
Investigate application failures, data issues, batch/ETL processing problems, interface failures, and cloud-related operational issues.
Use Java full stack, Spring Boot, DB2, ETL, Informatica, and cloud knowledge to troubleshoot production issues and identify the most likely root cause.
Work with ServiceNow or similar service management tools to manage incidents, problems, changes, requests, and operational follow-ups.
Create clear and detailed RCA documentation, including impact summary, timeline, technical findings, contributing factors, corrective actions, and preventive actions.
Partner with development, infrastructure, database, cloud, business, and service management teams to resolve incidents and prevent recurrence.
Support UNIX and shell scripting activities for log analysis, batch support, automation, file validation, and operational troubleshooting.
Identify automation opportunities to reduce manual support effort, improve alerting, and strengthen operational reliability.
Communicate clearly with technical teams, business stakeholders, and leadership during incidents, follow-ups, and problem reviews.
Required Skills and Experience
Strong application production support experience in an enterprise environment.
Java full stack knowledge sufficient to troubleshoot application issues, understand service behavior, review code-level concerns, and collaborate with development teams.
Hands-on knowledge of Spring Boot and service-oriented application architecture.
Experience working with DB2 databases, including query support, data validation, and troubleshooting database-related issues.
Knowledge of Informatica and ETL processing, including batch support, data flow validation, and issue triage.
Experience with Google Cloud Platform and cloud-based operational support activities.
ServiceNow experience for incident, problem, change, request, and service management workflows.
Service management experience, including incident management, problem management, escalation management, production support, and operational governance.
UNIX and shell scripting experience for log review, job support, file handling, and automation.
Strong analytical, troubleshooting, and problem-solving skills.
Ability to create detailed RCA and problem management documentation with clear corrective and preventive actions.
Excellent verbal and written communication skills, especially for incident updates, stakeholder communication, and technical documentation.
Preferred Qualifications
AWS experience is a plus.
Oracle database experience is a plus.
Automation experience is a plus, especially in production support, monitoring, alerting, scripting, or workflow optimization.
Experience supporting enterprise-scale applications in regulated or high-availability environments is preferred.
Candidate Profile
The ideal candidate is a service-oriented production support professional who can operate effectively in high-pressure incident situations, communicate clearly, and drive issues from triage through resolution and prevention. The candidate should be detail-driven, comfortable analyzing logs, data, services, ETL flows, and cloud components, and capable of partnering with development teams when code-level investigation is required. The strongest candidates will demonstrate disciplined problem management, strong RCA writing, and a focus on improving application reliability through automation and process improvement.
Vendor Submission Expectations
Submit candidates with demonstrated production support experience across enterprise applications, service management, cloud, ETL, and database environments.
Clearly identify each candidate s hands-on support experience with Java, Spring Boot, DB2, Informatica, Google Cloud Platform, ServiceNow, UNIX, shell scripting, and ETL.
Highlight any AWS, Oracle, and automation experience as preferred differentiators.
Include examples of prior incident management, problem management, RCA creation, service restoration, batch support, or operational reliability responsibilities where available.
Ensure submitted candidates have strong written and verbal communication skills suitable for production incident updates, stakeholder communication, RCA documentation, and operational handoffs.
