Lead Software & Production Engineer
Req number:
R8507
Employment type:
Full time
Worksite flexibility:
Remote
Who we are
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.
Job Summary
As a Lead Software & Production Engineer, you will report to the Sr. Manager of Software Engineering and is responsible for ensuring the stability, reliability, performance, and operational excellence of critical business applications and services. This role provides technical leadership for production support activities, major incident management, problem resolution, root cause analysis, service reliability improvements, and operational readiness across the product portfolio.
Job Description
We are looking for a Lead Software & Production Engineer serves as the primary technical escalation point for complex production issues and works closely with Engineering, Product Management, Infrastructure, Security, QA, and Business stakeholders to ensure high system availability and customer satisfaction. This role requires strong expertise in application support, troubleshooting, software engineering, DevOps practices, observability tools, incident response, and continuous improvement methodologies. This position will be full-time and remote.
What You'll Do
Lead production support activities for business-critical applications and services
Ensure high availability, performance, reliability, and operational stability of supported systems
Act as the technical escalation point for critical incidents and complex production issues
Coordinate cross-functional teams during incident response and service restoration efforts
Drive effective communication during incidents, outages, and service disruptions
Lead Major Incident Management (MIM) activities and support timely issue resolution
Conduct root cause analysis (RCA) and post-incident reviews to identify corrective and preventative actions
Develop and maintain incident management processes, support runbooks, and operational procedures
Track recurring issues and implement permanent fixes to reduce incident volume
Monitor support metrics and service trends to proactively identify risks and improvement opportunities
Establish and enforce production support standards, operational procedures, and service-level objectives
Drive application resiliency, scalability, performance, and reliability improvements
Implement monitoring, alerting, observability, and automated recovery capabilities
Lead initiatives focused on reducing technical debt and increasing platform stability
Ensure systems meet security, compliance, audit, and governance requirements
Provide technical leadership and guidance to production support engineers
Mentor team members and promote knowledge sharing across the organization
Collaborate with development teams to improve application supportability and operational readiness
Participate in architecture reviews to ensure operational requirements are considered throughout the software lifecycle
Define best practices for support transition, deployment readiness, and production acceptance
Drive automation initiatives to improve efficiency and reduce manual operational tasks
Improve incident detection, diagnosis, remediation, and reporting processes
Partner with engineering teams to implement self-healing and proactive support capabilities
Promote continuous improvement through metrics, analysis, and operational reviews
Partner with Product Owners, Engineering teams, Infrastructure teams, Vendors, and Business stakeholders
Provide operational status reporting and…