Tranzeal IncorporatedRemote
IT Support Engineer
United States of America
Contract
2 hours ago
H1B Sponsor Likely
Key skills
IT operationsPlatform supportServiceNowITSM processesIncident managementProblem managementChange managementRequest managementSLA reportingEnterprise SaaS production supportSaaS
About this role
Tranzeal Incorporated is seeking an IT Support Engineer to manage day-to-day platform operations and ensure system stability across enterprise SaaS environments. The role involves providing incident support and monitoring system health while coordinating with engineering teams for releases and post-deployment validation.
Responsibilities:
- Serve as first line of defense for platform incidents and service requests
- Manage incident, request, and change processes within SLA targets
- Monitor system health, integrations, and job performance; proactively resolve issues
- Support customer and partner cases across ServiceNow environments
- Maintain runbooks, knowledge articles, and resolution documentation
- Coordinate with engineering teams for releases and post-deployment validation
- Communicate incident updates and lead post-incident reviews
Requirements:
- Strong experience in IT operations / platform support (3–5+ years)
- Hands-on experience with ServiceNow
- Solid understanding of ITSM processes (Incident, Problem, Change, Request)
- Experience with monitoring tools, dashboards, and SLA reporting
- Familiarity with production support in enterprise SaaS environments