Production Support Engineer
Experience Required: 8–10 Years
Role Description
Responsible for supporting business-critical applications and systems through incident resolution, root-cause analysis, troubleshooting, change implementation, system monitoring, and application enhancements.
The role combines production support with development activities while ensuring system availability, reliability, compliance, and a strong customer experience.
Key Responsibilities
- Provide application and production support, responding to customer requests, questions, incidents, and problem tickets.
- Troubleshoot technical issues, perform root-cause analysis, and implement effective resolutions.
- Review and execute installation, release, and change plans according to established change-management procedures.
- Develop, test, debug, and maintain programs, scripts, utilities, and automation solutions.
- Participate in code reviews, testing, deployment, and ISDLC/SDLC processes.
- Monitor system alerts, performance, availability, and reliability, proactively addressing operational issues.
- Install and maintain third-party software and hardware changes.
- Develop and improve monitoring, alerting, automation, and operational processes.
- Maintain technical documentation, support knowledge sharing, and contribute to team training.
- Work collaboratively with project leads, technical teams, business partners, and key stakeholders.
- Identify opportunities for continuous improvement, operational efficiency, and better customer experience.
- Demonstrate strong ownership, integrity, collaboration, adaptability, and customer focus.
Core Skills
- Application / Production Support
- Incident & Problem Management
- Root Cause Analysis
- Troubleshooting
- System Monitoring & Alerting
- Scripting / Automation
- Programming & Debugging
- SDLC / ISDLC
- Code Review & Testing
- Change / Release Management
- System Performance & Reliability
- Third-Party Software Support
- Technical Documentation
- Stakeholder Communication
- Continuous Improvement
Essential Skills
Infrastructure Skills:
- Systems monitoring, performance, availability, and reliability management.
- Use of system commands and utilities.
- Installation and maintenance of third-party software and hardware.
- Production alert monitoring and response.
- Troubleshooting and root-cause analysis.
- Change procedures and implementation planning.
- On-call support.
Application Skills:
- Following SDLC processes.
- Participating in code reviews.
- Collaborating with development teams.
- Preparing test scripts and supporting application-related troubleshooting.
Desirable Skills
- Infrastructure Optimization and Tuning
- Project Management
