Production Support Engineer

Job Description

We are operational 24/7/365.

Key Requirement:

1. Technical Skills:

• Strong understanding of hosted product in different environment. Previous experience to work with product comprising machine learning module, Kafka will be a great advantage.
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and working knowledge of supporting SAAS products in production.
• Proficiency in at least one technology like JAVA/.NET/PYTHON.
• Deep knowledge with databases and SQL for querying and analysing data.
• Understanding of APIs. Multi server architecture.
• Experience with monitoring and alerting tools to track system health and performance.
• Basic understanding of application servers and web services.
• Experience in LLM or Generative AI will be an added advantage.

1. Problem-Solving Skills:

• Consistently delivers high value, Client ready work with minimal supervision.
• Ability to diagnose and troubleshoot complex technical issues, often under pressure, to minimize downtime and ensure business continuity.
• Strong analytical skills to identify patterns and root causes of problems.
• Capacity to work collaboratively with development teams to resolve issues and improve application stability.

1. Communication Skills:

• Exceptional written and verbal communication skills to interact with technical and non-technical stakeholders.
• Ability to create and maintain documentation, including troubleshooting guides, incident reports, and knowledge base articles.

1. Incident Management/Ticketing tool:

• Experience with Jira ticketing tool.
• Experience with incident response and management processes to handle and resolve production incidents in a timely and organized manner.
• ITIL knowledge and certification.

1. Customer-Focused Mindset:

• Dedication to providing excellent customer service and support to internal and external users.
• Willingness to participate in on-call rotations to address urgent issues outside of regular working hours.

1. Adaptability and Learning:

• Ability to adapt changing business needs. Willingness to quickly learn and understand new technologies, tools, and processes.
• Capability to adapt to changing priorities and handle multiple tasks simultaneously.

1. Team Collaboration:

• Capacity to work effectively within a team environment, collaborate with colleagues, and share knowledge.

Education and Experience:

• A bachelor's degree in computer science, information technology, or a related field is often preferred, though relevant experience may be considered.
• Must have experience in production support, application support for at least 2+ years.
• Should have worked with globally diversified client.
• Can work in 24/7 rotational shift and holiday period.