Product Support Engineer

Job Description: Production Support EngineerOverviewWe are seeking a Production Support Engineer to assist in maintaining business-critical applications ina 24x7 operational environment. This role requires proactive monitoring, incident management, rootcause analysis, and collaboration with development and infrastructure teams to ensure systemstability and high availability.Key ResponsibilitiesIncident Management:Handle L2/L3 production incidents within defined Service Level Agreements (SLAs).Drive incidents to closure by coordinating with Development, Infrastructure, Database, and Operationteams.Participate in major incident calls and provide timely updates to stakeholders.Root Cause Analysis:Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.Monitoring and Support:Monitor application health using appropriate monitoring tools.Support production releases and hotfix deployments.Automation and Efficiency:Identify opportunities to automate repetitive support tasks.Create or enhance workflows (e.g., ticket routing, alerts, self-healing) to improve operationalefficiency and reduce manual effort.Knowledge Transfer:Ensure smooth knowledge transfer and handovers across shifts.Required Technical SkillsStrong experience in Production/Application SupportGood knowledge of:SQL (queries, performance troubleshooting)Log analysis & debuggingExperience with:Experience handling SLATicketing tools (Freshdesk, JIRA, etc.)Monitoring tools (New Relic, Kibana etc.)Understanding of APIs, batch jobs, schedulers
Familiarity with incident, problem, and change workflows
QualificationsProven experience in production support or a similar role.Strong problem-solving skills and the ability to work under pressure.Excellent communication skills for effective collaboration with cross-functional teams.Familiarity with monitoring tools and incident management practices.Experience with automation tools and techniques is a plus.Working ConditionsMust be willing to work in a 24x7 shift environment to ensure continuous support.