Production Support Engineer

We are looking for a proactive and technically strong Production Support Engineer with experience in handling application support, incident management, monitoring, and troubleshooting in production environments. The ideal candidate should have hands-on experience with monitoring tools like Splunk and Dynatrace, strong SQL skills, exposure to AWS cloud services, and a good understanding of ITSM processes.

The role requires excellent analytical, communication, and problem-solving skills along with the ability to work in a fast-paced support environment.

• Provide production support for business-critical applications and services.
• Monitor application health, system performance, and alerts using monitoring tools.
• Perform incident management, problem management, and root cause analysis (RCA).
• Troubleshoot production issues and coordinate with development, infrastructure, and business teams for resolution.
• Work on ticketing and service management activities following ITSM processes.
• Analyze logs, system metrics, and application behavior using monitoring tools such as Splunk and Dynatrace.
• Perform SQL queries for data validation, issue investigation, and troubleshooting.
• Support deployments, release activities, and post-release validations.
• Ensure adherence to SLA and support timelines.
• Participate in on-call support and production maintenance activities.
• Prepare incident reports, RCA documents, and support documentation.
• Collaborate with cross-functional teams to improve system stability, performance, and operational efficiency.
• Identify recurring issues and recommend automation or permanent fixes.
• Support cloud-based applications and services hosted on AWS.

• Strong experience in Production Support roles.
• Hands-on experience with monitoring and observability tools including Splunk and Dynatrace.
• Good understanding of ITSM processes.
• Strong proficiency in SQL for data analysis and troubleshooting.
• Experience supporting applications hosted on Amazon Web Services.
• Experience analyzing logs, alerts, and application performance metrics.
• Knowledge of Linux/Unix commands and basic scripting.
• Experience with ticketing tools such as ServiceNow or Jira.
• Good understanding of SDLC and production support best practices.
• Strong analytical, troubleshooting, and debugging skills.
• Excellent verbal and written communication skills.

• Exposure to DevOps and CI/CD pipelines.
• Exposure to Kubernetes or containerized environments.
• Experience working in Agile environments.
• Understanding of cloud monitoring and observability concepts.

• Ability to work under pressure and manage multiple priorities.
• Quick learner with strong problem-solving capabilities.
• Excellent stakeholder management and coordination skills.
• Flexible to work in rotational shifts or on-call support model if required.