Production Support Engineer (Order Management & Activation)

Overview We are looking for a highly experienced technical leader to take ownership of the stability, performance, and operational excellence of a large-scale Order-to-Activation ecosystem. This role combines deep application support expertise with engineering leadership, focusing on production reliability, incident management, root cause analysis, automation, and continuous service improvement. You will act as the highest level technical escalation point for complex production issues while working closely with software engineering, product, infrastructure, and operations teams to improve platform reliability and reduce operational risk. Key Responsibilities Production Incident Management Lead the resolution of critical production incidents impacting customer order processing and service activation. Coordinate cross-functional technical teams during major outages and service degradation events. Manage incident communications, stakeholder updates, and post-incident reviews. Establish best practices for incident response and operational readiness. Root Cause Analysis & Problem Resolution Investigate recurring application, integration, and data-related issues across distributed systems. Analyze logs, APIs, databases, messaging systems, and microservices to identify underlying causes. Drive permanent corrective actions and collaborate with development teams on long-term fixes. Monitor trends and identify opportunities to eliminate recurring incidents. Operational Excellence Improve platform reliability, scalability, and supportability through continuous process enhancement. Define operational KPIs and implement measures to improve service quality. Design monitoring and observability solutions to proactively identify issues before customer impact occurs. Develop operational procedures, knowledge articles, runbooks, and troubleshooting guides. Automation & Engineering Improvement Build and enhance automation tools that reduce manual effort and operational overhead. Streamline deployment, diagnostics, health checks, and data repair activities. Partner with development teams to improve system resilience and operational efficiency. Advocate for automation-first approaches across support and engineering functions. Technical Leadership Serve as the primary technical authority for the Order Management and Activation platform. Mentor support engineers and provide guidance on troubleshooting methodologies and best practices. Participate in architectural discussions and influence future platform enhancements. Drive technical standards and promote a culture of operational excellence. Required Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. 5 years of hands-on Java development experience, preferably within distributed or microservices-based environments. 5 years of experience supporting or designing Order Management, Fulfillment, Billing, or Customer Lifecycle platforms. Strong knowledge of SQL and NoSQL databases, including data modeling and query optimization. Experience with modern DevOps and container technologies such as Docker, Kubernetes, Jenkins, and Ansible. Proven experience performing deep technical troubleshooting and complex root cause analysis in production environments. Strong understanding of application architecture, APIs, integrations, and enterprise-scale systems. Excellent communication and stakeholder management skills. Preferred Qualifications Experience supporting telecommunications, subscription-based services, or other high-volume transaction platforms. Knowledge of business support systems, order orchestration, activation workflows, or billing platforms. Experience leading technical projects and cross-functional initiatives. Familiarity with IT service management frameworks and operational processes. Strong customer-centric mindset with a focus on service reliability and operational ownership. Experience implementing observability, performance monitoring, and proactive alerting solutions.