FBS Production Support Engineer

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

Job Summary

We are seeking an experienced Application Subject Matter Expert III to support the Direct Sales business and customer contact center operations. This role is responsible for ensuring the stability, reliability, and performance of critical production applications, with a strong focus on incident management, root cause analysis, system monitoring, and continuous improvement.

The successful candidate will serve as the primary escalation point for production issues, collaborate with business and IT stakeholders, and drive timely resolution of incidents impacting business operations. This individual will also leverage technical expertise across applications, APIs, databases, integrations, and monitoring tools to identify opportunities for automation and operational excellence.

Key Responsibilities

• Coordinate and lead incident response efforts to ensure timely issue resolution and business communication.
• Serve as the escalation point for complex production support issues.
• Monitor production environments using observability and monitoring tools to proactively identify risks and system anomalies.
• Own and manage high-priority incidents, driving root cause analysis and permanent remediation.
• Lead post-incident reviews and implement preventive measures.
• Collaborate closely with Direct Sales business teams, contact center leadership, and cross-functional IT teams.
• Provide clear and timely communication regarding incident status, business impact, and resolution plans.
• Identify recurring production issues and recommend process improvements.
• Develop and maintain support documentation, operational runbooks, and automation opportunities.
• Review and approve system changes impacting production environments.
• Validate testing activities prior to production deployments.
• Analyze application architecture, integrations, APIs, middleware components, databases, and data flows to troubleshoot issues effectively.
• Support implementation activities and provide technical guidance to stakeholders.
• Mentor junior team members and share best practices.

Requirements

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 4–6 years of overall IT experience.
• 4–6 years of experience in application support, application development, system analysis, or production support environments.
• Experience managing production incidents and troubleshooting enterprise applications.
• Strong understanding of APIs, system integrations, databases, and application architecture.
• Experience working with monitoring and observability platforms.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience with Salesforce.
• Fluent English proficiency.

Preferred Qualifications

• Experience using Dynatrace or similar monitoring tools.
• Knowledge of ITIL processes and incident/problem management practices.
• Experience working in large enterprise environments.

Technical Skills

• Salesforce
• Dynatrace (nice to have)
• Incident Management (supporting incident management calls)
• Root Cause Analysis
• API Troubleshooting
• Database Analysis
• Production Support
• Application Monitoring
• System Integration Support
• Change Management

Benefits

Competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.
• Career development and training opportunities
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Note: Benefits differ based on employee level.

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.