Production Support Engineer - Middleware & Distributed Technologies

Production Support, ITIL, Distributed Technologies

• Primary skills:Technology->Application Support - Middleware->Application Support - Middleware • Knowledge of design principles and fundamentals of architecture • Understanding of performance engineering • Knowledge of quality processes and estimation techniques • Basic understanding of project domain • Ability to translate functional / nonfunctional requirements to systems requirements • Ability to design and code complex programs • Ability to write test cases and scenarios based on the specifications • Good understanding of SDLC and agile methodologies • Awareness of latest technologies and trends • Logical thinking and problem solving skills along with an ability to collaborate Key Responsibilities: • Provide end-to-end L1/L2 production support for business-critical applications running on distributed technologies, ensuring high availability and performance. • Monitor application health, jobs, and interfaces using standard monitoring tools; respond to alerts, incidents, and service requests within defined SLAs. • Perform detailed incident triage, impact assessment, and initial root cause analysis; document findings and collaborate with development and infrastructure teams for permanent fixes. • Manage the incident, problem, and change lifecycle in alignment with ITIL best practices, including ticket logging, prioritization, communication, and closure. • Execute standard operating procedures, deployment checklists, and runbooks for routine maintenance, releases, and environment validations. • Analyze recurring issues, identify trends, and propose preventive measures and process improvements to enhance system stability and user experience. • Coordinate with cross-functional teams during major incidents and releases, providing timely updates to stakeholders and clear communication on progress and resolution. • Maintain accurate and up-to-date technical documentation, knowledge base articles, and support guides to enable faster resolution and knowledge sharing. • Support non-production environments as needed, including smoke testing, sanity checks, and validation after deployments or configuration changes. • Participate in shift-based support, including on-call rotations, to ensure 24x7 coverage for critical applications as required.