Production Support Engineer

Key Responsibilities

• Provide L2/L3 production support for business-critical applications.
• Monitor application health, system performance, and infrastructure alerts using Splunk and other monitoring tools.
• Troubleshoot and resolve production incidents within defined SLAs.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Develop and optimize SQL queries for data analysis, troubleshooting, and issue resolution.
• Support applications deployed on AWS cloud environments.
• Manage incidents, service requests, problems, and changes through ITSM tools such as ServiceNow, Remedy, or Jira Service Management.
• Collaborate with development, infrastructure, database, and business teams to resolve complex technical issues.
• Perform log analysis using Splunk and identify patterns impacting application performance.
• Participate in release deployments, production validations, and post-release support activities.
• Create and maintain support documentation, runbooks, SOPs, and knowledge articles.
• Support on-call rotations and provide support during critical production incidents.

Required Skills

• Strong experience in Production/Application Support.
• Hands-on experience with Splunk for monitoring, log analysis, dashboard creation, and alerting.
• Experience working with AWS services such as EC2, CloudWatch, S3, Lambda, RDS, ECS, or EKS.
• Strong knowledge of SQL and database troubleshooting.
• Experience with ITSM processes including Incident, Problem, Change, and Service Request Management.
• Experience with tools such as ServiceNow, Remedy, Jira Service Management, or equivalent.
• Good understanding of Linux/Unix environments.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.