Production Support Engineer(contract)

Key Responsibilities

• Provide L1/L2 application support for business-critical applications across multiple regions.
• Monitor applications, investigate incidents, and troubleshoot production issues.
• Work in a 24/7 rotational shift model and provide timely incident resolution.
• Analyze application logs and identify the root cause of issues.
• Use SQL for data validation, troubleshooting, and issue analysis.
• Use Bash/Python scripting for troubleshooting, automation, and log analysis.
• Work with Docker/Kubernetes environments for basic application troubleshooting.
• Manage incidents, service requests, and problems using ITSM/ticketing tools.
• Follow ITIL processes for Incident, Problem, Change, and Service Management.
• Perform basic Root Cause Analysis (RCA) and prepare incident documentation.
• Collaborate with development, infrastructure, database, network, and other technical teams.
• Maintain documentation and knowledge articles in Confluence.
• Participate in Agile ceremonies and follow Agile methodologies.
• Track and communicate incident status, resolution progress, and business impact to stakeholders.
• Identify opportunities for process improvement and automation.