Application/Production Support

Job Description Application / Production Support Engineer

Role Overview:

We are looking for an experienced Application / Production Support Engineer to provide second-line technical support for business-critical, 24x7 applications. The role requires strong troubleshooting, incident and problem management, cloud infrastructure knowledge, SQL expertise, monitoring/observability skills, and the ability to take end-to-end ownership of production issues. The successful candidate will work closely with development, product, delivery, and service management teams to restore services quickly and drive continuous improvement.

Experience:

48 years of relevant experience in Application Support, Production Support, or a similar technical support

Key Responsibilities:

• Provide L2, client-facing technical support for issues escalated by first-line support teams.
• Own application incidents from identification through resolution, including incidents requiring third-line development support or IT change activity.
• Assess business and technical impact, determine incident severity, and ensure timely resolution in line with SLA/OLA targets.
• Perform detailed incident investigation, troubleshooting, root-cause analysis, and post-mortem reviews.
• Monitor business-critical 24x7 applications, application events, alerts, job schedules, capacity, and performance KPIs.
• Coordinate with development, product, delivery, and service management teams for releases, enhancements, and production changes.
• Create and manage change requests required to resolve recurring or emerging application issues.
• Maintain clear and timely communication with business users and internal/external stakeholders during incidents and outages.
• Support application infrastructure, data fixes, user queries, user education, and incident investigation.
• Drive proactive application health monitoring, reporting, automation, and continuous service improvement.
• Develop and implement preventative measures to reduce recurring incidents and improve application reliability.
• Create and maintain support documentation, procedures, and knowledge articles in Confluence.
• Work collaboratively with cross-functional teams during major incidents and outage management.

Required Technical Skills

• Strong hands-on experience in Application Support / Production Support with L2 troubleshooting responsibilities.
• Strong understanding of incident, problem, change, and service management processes.
• Hands-on experience with cloud computing environments; AWS is preferred, with Azure or GCP also acceptable.
• Strong SQL Server expertise, including advanced SQL queries, query optimization, troubleshooting, and complex database systems.
• Experience with monitoring and observability platforms such as Splunk, CloudWatch, Prometheus, and Grafana.
• Good understanding of Linux and Windows operating systems.
• Good scripting or automation experience; Python is preferred. Terraform exposure is also valuable.
• Experience analyzing application logs, metrics, traces, alerts, and event data.
• Strong understanding of high availability, production environments, application health, and incident response.

Preferred / Advantageous Skills

• Exposure to PostgreSQL, Oracle, or other enterprise databases.
• Experience with AIOps, AI/ML-based anomaly detection, predictive alerting, or intelligent monitoring.
• Experience with proactive trend analysis and continuous optimization of system performance.
• Knowledge of Terraform and infrastructure automation.

Key Competencies

• Excellent analytical and problem-solving skills.
• Ability to remain calm and lead effectively during critical incidents and outages.
• Strong ownership and accountability for production issues.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with technical and business stakeholders.
• Strong customer/service-oriented mindset.

What We Are Looking For

The ideal candidate is a hands-on Application/Production Support professional who combines strong production troubleshooting with AWS/cloud, SQL Server, monitoring/observability, and incident management expertise. Candidates who can proactively identify issues, perform RCA, automate repetitive support activities, and continuously improve application reliability will be strongly preferred.