NTT DATA? strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Production Support Engineer

Experience: 4–6 years

Work Type: Full-time | remote

Shift: Includes rotational weekend on-call/day shift support, day shifts in rotation (7am to 4pm, 8am to 5pm, 11am to 8pm Central time)

Job Summary:

We are looking for a proactive and technically skilled Production Support Engineer to join our team in Mexico. The ideal candidate will have strong experience in Unix environments, advanced monitoring with Datadog, and log analysis on Splunk. This role involves close collaboration with global teams, client interaction, and ownership of critical support functions in a production environment.

Key Responsibilities:

• Perform Root Cause Analysis (RCA) using Splunk and other monitoring tools.
• Collaborate with multiple internal and external teams to resolve issues within defined SLAs.
• Work as a team player, take ownership of the task assigned to you, which may require collaboration with internal or external teams and ensure that task is completed as per expectations from the customer.
• Follow ITIL best practices to manage incidents, changes, service requests, problem tickets using ServiceNow.
• Monitor infrastructure and applications using Datadog, including setting up dashboards and using APM (Application Performance Monitoring) features.
• Participate in rotational weekend support (on-call or on full day shift support).
• Lead bridge calls during high-severity incidents and drive resolution.
• Prepare and deliver Weekly Status Reports (WSRs) to clients.
• Perform basic Python, Shell and Perl scripting for automation and troubleshooting.
• Analyze and manage logs on Unix servers.
• Support Atlassian tools administration (e.g., Jira, Confluence, Bitbucket, Bamboo).
• Use Postman for API testing and troubleshooting, including working with JSON payloads.
• Perform production deployments with proper change management process.
• Documenting knowledge articles after incidents are resolved, to build a knowledgebase.
• Updating/creating diagrams for better supportability.
• As part of Continuous Improvement, recommend improvements and implementing the ideas for efficiency.
• Working on automating repeated tasks.

Required Skills:

• Strong hands-on experience with Unix/Linux systems.
• Advanced experience with Datadog, including dashboard creation and APM.
• Working knowledge of Splunk, ServiceNow, and Postman.
• Working knowledge of scripting in Python, Shell and Perl.
• Familiarity with XML, JSON Data.
• Basic understanding of C and Java for troubleshooting and log analysis.
• Experience in production support environments.
• Excellent communication skills and ability to lead client-facing calls.
• Familiarity with Atlassian tools (Jira, Confluence, Bamboo, Stash).

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.