Production Support Engineer

Tech Support Engineer I

Location: Indore,Madhya Pradesh,India

Job Description:-
We are seeking a Production Support Engineer to assist in maintaining business-critical
applications in a 24x7 operational environment. This role requires proactive monitoring, incident
management, root cause analysis, and collaboration with development and infrastructure teams
to ensure system stability and high availability.
Location: Indore
Key Responsibilities
Incident Management
● Handle L2/L3 production incidents within defined Service Level Agreements (SLAs).
● Drive incidents to closure by coordinating with Development, Infrastructure, Database,
and Operation teams.
● 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
operational efficiency and reduce manual effort.
Knowledge Transfer
● Ensure smooth knowledge transfer and handovers across shifts.

Required Technical Skills
● Strong experience in Production/Application Support
● Good knowledge of:

(i) SQL (queries, performance troubleshooting)
(ii) Log analysis & debugging

Experience with
● Experience handling SLA
● Ticketing tools (Freshdesk, JIRA, etc.)
● Monitoring tools (New Relic, Kibana etc.)
● Understanding of APIs, batch jobs, schedulers
● Familiarity with incident, problem, and change workflows
Qualifications
● Proven 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 Conditions
● Must be willing to work in a 24x7 shift environment to ensure continuous support.

Apply to this job

Experience Level

Mid Level