Production Support and QA Specialist

Overview Production Support & QA Specialist role with Agile Resources, Inc. on a 1+ year contract with potential for FTE conversion. 100% Remote anywhere in the United States. This role is a DevOps-focused position supporting mission-critical production systems. It serves as an operational gatekeeper, ensuring system stability, release quality, and reliable production operations across applications and platforms. You will play a hands-on role in incident management, quality validation, deployments, and change control while partnering closely with engineering, DevOps, infrastructure, and vendor teams. What You’ll Do Production Support & Operations Provide Tier 2 / Tier 3 production support for critical applications and integrations, ensuring high availability and rapid issue resolution Act as an escalation point for complex incidents, performing advanced troubleshooting across application, infrastructure, and vendor layers Lead incident response efforts, including triage, severity assessment, coordination, and resolution Perform root cause analysis (RCA) and document corrective and preventive actions Manage ticket and case workflows to ensure proper prioritization, escalation, and SLA adherence Support production environments during releases, planned maintenance, and emergency fixes Perform user access provisioning and deprovisioning in alignment with security and audit requirements Quality Assurance, Deployment & Change Management Serve as a QA gatekeeper prior to production releases, validating readiness, test results, and operational criteria Review and approve release artifacts, deployment plans, and rollback strategies Provide deployment oversight, including real-time monitoring and post-deployment verification Participate in Change Control Board (CCB) activities, including risk assessment and post-implementation reviews Ensure adherence to ITIL-based change management processes and documentation standards Monitoring, Reliability & Performance Monitor production systems using logging, alerting, and observability tools Oversee batch jobs and scheduled processes, investigating failures as needed Track certificate lifecycles and coordinate renewals to prevent outages Monitor vendor releases and patches, assessing impact and coordinating upgrades Track and report operational metrics such as availability, incident trends, performance, and capacity Analyze recurring issues to drive proactive improvements and improve system reliability Communication & Documentation Serve as a primary communication point during incidents, outages, and maintenance windows Translate technical issues into clear updates for business and leadership stakeholders Create and maintain runbooks, SOPs, troubleshooting guides, and operational documentation Ensure documentation remains accurate, current, and audit-ready Required Qualifications 5+ years of experience in Production Support, DevOps, or IT Operations Strong hands-on experience supporting live, mission-critical systems Demonstrated experience with incident response, RCA, and change management Software testing / QA experience , including functional, regression, and integration testing Experience validating fixes and releases prior to production deployment Detail-oriented problem solver with a structured troubleshooting approach Clear and confident communicator during incidents and escalations Strong documentation and reporting skills Working knowledge of ITIL practices (Incident, Change, and Problem Management) Preferred Qualifications QA or software testing certification (e.g., CTFL, CSTE, CSQA, or equivalent) Experience supporting high-availability or regulated production environments Familiarity with DevOps or SRE practices , including CI/CD and observability ITIL certification Employment type Contract Seniority level Mid-Senior level #J-18808-Ljbffr Agile Resources, Inc.