Production support engineer

Engineer Production Support

Experience: 35 Years | Location: Bengaluru | Work Mode: Work from Office | Shift: Rotational 247 Application Support

Role Overview

We are looking for a Production Support Engineer with 3+ years of experience in L2 Application/Production Support. The candidate will be responsible for application monitoring, incident management, troubleshooting, service restoration, and collaborating with L3 Engineering, Product, Business, and Vendor teams to ensure SLA adherence.

Key Responsibilities

• Provide L2 application and production support for cloud-hosted applications.
• Work in a 247 rotational application support model, including day, evening, night, weekend, and holiday shifts as per business requirements.
• Perform issue triage, log analysis, troubleshooting, and root-cause analysis.
• Monitor applications and infrastructure, identify failures, and drive incidents to closure.
• Troubleshoot issues across AWS, microservices, APIs, databases, and containerized environments.
• Correlate logs, metrics, and traces to identify issues across multiple services.
• Work closely with L1/L2/L2.5/L3, Product, Business, and Vendor teams for incident resolution.
• Handle P1/P2 incidents, outage management, escalations, and SLA adherence.
• Support releases, deployments, operational readiness, and post-production validation.
• Prepare incident reports, RCA inputs, and technical documentation.
• Identify opportunities for automation and AIOps to improve operational efficiency.

Must-Have Skills

Application & Cloud Support

• 3+ years of L2 Application/Production Support
• Strong troubleshooting and analytical skills
• AWS and cloud-hosted application support
• Microservices and containerized application troubleshooting
• Incident, problem, change, and escalation management

Monitoring & Observability

• Datadog / AWS CloudWatch
• ELK / Elasticsearch / OpenSearch
• Grafana / New Relic / LogicMonitor

AWS Services

• Lambda, API Gateway, EKS
• SQS, SNS, DynamoDB, Kinesis
• Athena, OpenSearch
• VPC, Security Groups, ELB
• AWS Cognito

Database & Tools

• SQL / PostgreSQL
• MongoDB / NoSQL
• Jira / ServiceNow