Manager - Production Support Engineer

Role Summary

We are seeking an experienced and highly motivated Senior Production Support Engineer to ensure the stability, availability, performance, and continuous improvement of business-critical production systems. The ideal candidate will be responsible for handling production incidents, troubleshooting application and infrastructure issues, managing releases, coordinating with cross-functional teams, and driving operational excellence while meeting defined SLAs.

The role requires strong technical expertise across applications, databases, middleware, operating systems, cloud platforms, and monitoring tools, along with excellent communication and stakeholder management skills.

Key Responsibilities

• Monitor production applications and infrastructure to ensure high availability and optimal performance.
• Investigate, troubleshoot, and resolve production incidents within agreed SLAs.
• Perform root cause analysis (RCA) for recurring issues and implement permanent fixes.
• Support Java/.NET/Web-based enterprise applications.
• Analyze application logs and identify performance bottlenecks.
• Troubleshoot issues related to APIs, middleware, web servers, and batch jobs.
• Analyze and troubleshoot issues related to Oracle, SQL Server, PostgreSQL, or MySQL databases.
• Coordinate production deployments and release activities.
• Review deployment plans, rollback procedures, and implementation risks.
• Support change management processes and CAB discussions.
• Ensure smooth execution of release activities with minimal business impact.
• Identify opportunities for automation and process optimization.
• Develop scripts for repetitive production support activities.
• Maintain operational documentation, SOPs, and runbooks.
• Participate in capacity planning and performance tuning exercises.

Stakeholder Management

• Act as the primary point of contact for business users during incidents.
• Coordinate with Development, Infrastructure, Network, Security, Database, and Vendor teams.
• Support audits, compliance reviews, DR drills, and regulatory requirements.
• Provide support during planned maintenance, releases, and critical business events.

Technical Skills

• Strong experience in Production Support / Application Support environments.
• Good knowledge of Linux/Unix and Windows administration.
• Experience with Web Servers and Application Servers (Apache, Tomcat, IIS, WebLogic etc.).
• Strong SQL and database troubleshooting skills.
• Experience with Oracle, MSSQL, PostgreSQL, or MySQL.
• Knowledge of APIs, REST Services, SSL/TLS, SFTP, and networking fundamentals.
• Scripting knowledge in Shell, PowerShell, Python, or Bash.
• Experience with Cloud platforms such as AWS, Azure etc.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• ITIL Foundation certification preferred.
• Experience in Banking, Financial Services, Capital Markets, or FinTech domain is a plus.