Production Support Specialist

Summary Of Job Description

The Production Support Specialist is responsible for ensuring the stability, availability, and performance of critical business applications and infrastructure within a 24×7 operational environment. This role monitors systems, troubleshoots incidents, manages outages, and collaborates with IT, development, and business teams to minimize downtime and ensure operational readiness. The Specialist handles Tier 1 and Tier 2 escalations, performs maintenance tasks, participates in on‑call rotations, and contributes to continuous improvement initiatives, including automation, monitoring optimization, and ITIL‑based service processes.

• Monitors application, services, infrastructure, and network health using enterprise monitoring tools.
• Responds quickly to alerts, after-hours incidents, and weekend issues to reduce business impact.
• Troubleshoots production issues and restores service within SLAs. Identifies and troubleshoots performance bottlenecks across servers, apps, databases, and integrations.
• Oversees and coordinates P1/P2 high‑severity incidents, including communications and vendor engagement. Communicates incident status, systems impact, and resolutions clearly and promptly to stakeholders.
• Supports planned and emergency maintenance windows, including nights and weekends.
• Maintains dashboards, alerts, and correlation rules to improve visibility and uptime.
• Creates and maintains runbooks, SOPs, diagrams, and support documentation.
• Mentors Tier 1 and Tier 2 analysts on incident handling, escalation, and troubleshooting standards.
• Conducts root cause analysis and contributes to post-incident reviews.

• Hybrid remote schedule
• 401K with company match
• Yearly bonus opportunity*
• Full medical, dental, and vision insurance *
• On-site fitness center, biometric screen, and flu shot clinic
• Discounts at Panda restaurants, theme parks, and gym memberships
• Paid time off starting at 15 days with 7 federal holidays*
• Continuous education assistance and scholarships*
• Income protection including Disability, Life and AD&D insurance*
• Bereavement leave*
• Benefits available for eligible permanent full time associates

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
• 5+ years of experience in IT Operations, Production Support, or related technical support roles; experience supporting enterprise applications, servers, and/or cloud-based environments, and supporting batch processes, job scheduling, or integration interfaces.
• Successful completion of initial and periodically required training (including but not limited to store training, Recognizing & Preventing Sexual Harassment training, Conscious inclusion training, and Landmark Forum, etc.)
• Obtaining a valid Food Handler’s Card within 30 days of employment is a requirement of this position.

Pay Range: P3: $90,000 - $126,500 / per year

Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,300 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it’s impacting our team or the communities we work in, we’re proud to be an organization that embraces family values.

Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex/gender (including pregnancy, childbirth, lactation and related conditions), gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status.

Additionally, Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation. The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability. Applicants are entitled to reasonable accommodations, absent undue hardship, to effectively participate in the application and hiring process, for example, sign language interpreters. If you believe you require an accommodation for the application or interview process or for the position for which you are applying, please reach out to