Production Support / Application Support

Who are we looking for?

Application Support Engineer with overall experience of 4+ years of experience in development and supporting Complex and critical large scale distributed systems and extensive hands-on experience in handling production failures & driving root cause analysis and remediation.

Primary Responsibilities:

• Proactively manage production outages and performance issues through quality analysis and rapid resolution.
• Lead incident management, ensuring clear communication with users, application owners, and senior stakeholders.
• Perform root cause analysis (RCA) and document post-mortems for incidents.
• Identify recurring patterns, conduct thorough post-mortems, and implement permanent fixes to prevent reoccurrence.
• Collaborate with engineering teams to automate ing and recovery processes, reducing manual intervention.
• Drive continuous improvement by minimizing manual tasks through automation and dynamic monitoring solutions.
• Build and enhance runbooks to streamline operational workflows.
• Work with development teams to improve application observability and enable faster MTTD (Mean Time to Detect) and MTTR (Mean Time to Resolve).
• Identify automation opportunities in s and processes, and partner with engineering to implement them.
• Possess strong understanding of deployment methodologies with hands-on experience in production deployments.
• Skilled in instrumentation, monitoring, ing, and incident response using tools like AppDynamics, Splunk, ThousandEyes, and ITRS.

Technical Skills:

• Over 4+ years of IT experience, including 3+ years in L2 application support.
• Proficient in managing large-scale production systems involving load balancing, distributed systems, microservices, monitoring, and configuration management.
• Strong hands-on experience in troubleshooting:
• Application failures and performance degradation
• Code-level issues and cloud platform incidents
• Batch, infrastructure, database, and network failures
• Skilled in ITIL practices: Event, Incident, Release, Problem, and Knowledge Management.
• Experienced in production deployments using CI/CD tools.
• Solid understanding of SLIs, SLOs, and handling burn rate s.
• Working knowledge of SQL and NoSQL databases.
• Proficient in monitoring and ing tools like AppDynamics, Splunk, ThousandEyes, and ITRS.
• Expertise in cloud technologies, with a preference for PCF (Pivotal Cloud Foundry).
• Expertise in Scripting technologies like Shell, Powershell, Python.