IT Production Support Engineer

REF100030S_2026246181 - Application Support - 1 to 2 years - Gurgaon (WFO)

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Job Title: IT Production Support / Application Support Engineer (24×7)

Location: Gurgram

Experience: 1 to 2 years

Qualification: B.Tech / BE (Computer Science / IT or related field)

Job Summary

We are looking for a highly skilled and proactive IT Production Support / Application Support Engineer to provide 24×7 support for critical business applications. The ideal candidate will have strong technical expertise in troubleshooting, monitoring, and resolving production issues, ensuring system stability, and driving continuous improvements.

Key Responsibilities

• Provide 24×7 production support for enterprise applications ensuring high availability and performance.
• Monitor production systems using tools like GCP Monitoring, New Relic, Grafana, and Apache Airflow.
• Perform incident management, problem management, and change management in compliance with ITIL practices.
• Analyze and troubleshoot issues related to application performance, data discrepancies, and system failures.
• Work closely with development, infrastructure, and business teams to resolve production issues.
• Perform root cause analysis (RCA) and drive preventive measures.
• Handle L2/L3 support activities, including escalations and critical incident resolution.
• Manage and track tickets using JIRA and ServiceNow ensuring SLA adherence.
• Participate in release deployments and provide post-release validations.
• Create and maintain SOPs, runbooks, and knowledge base articles.
• Continuously improve monitoring, alerting, and automation processes.

Technical Skills Required

Monitoring & Tools

• Google Cloud Platform (GCP Monitoring / Stackdriver)
• New Relic
• Grafana
• Apache Airflow

ITSM & Process

• Strong understanding of ITIL framework
• Experience with JIRA and ServiceNow

Database & Scripting

• Strong hands-on experience in PL/SQL
• Ability to write/debug complex queries, stored procedures, and performance tuning

Required Competencies

• Strong analytical and troubleshooting skills
• Ability to work in rotational shifts (24×7 support model)
• Experience working in production-critical environments
• Excellent communication and stakeholder management skills
• Ability to handle high-pressure situations and critical incidents

Good to Have Skills

• Exposure to cloud infrastructure (GCP services)
• Basic scripting knowledge (Shell ) for automation
• Experience in DevOps / CI-CD environments
• Knowledge of log analysis tools (e.g., ELK stack)

Qualifications

Bachelor’s Degree

Experience Level

Mid Level