Production Support Engineer

Tech Support Engineer I

Location: Indore,Madhya Pradesh,India

Job Description:-

We are seeking a Production Support Engineer to assist in maintaining business-critical

applications in a 24x7 operational environment. This role requires proactive monitoring, incident

management, root cause analysis, and collaboration with development and infrastructure teams

to ensure system stability and high availability.

Location: Indore

Key Responsibilities

Incident Management

● Handle L2/L3 production incidents within defined Service Level Agreements (SLAs).

● Drive incidents to closure by coordinating with Development, Infrastructure, Database,

and Operation teams.

● Participate in major incident calls and provide timely updates to stakeholders.

Root Cause Analysis

● Perform root cause analysis (RCA) and implement permanent fixes to prevent

recurrence.

Monitoring and Support

● Monitor application health using appropriate monitoring tools.

● Support production releases and hotfix deployments.

● Automation and Efficiency

Identify opportunities to automate repetitive support tasks

● Create or enhance workflows (e.g., ticket routing, alerts, self-healing) to improve

operational efficiency and reduce manual effort.

Knowledge Transfer

● Ensure smooth knowledge transfer and handovers across shifts.

Required Technical Skills

● Strong experience in Production/Application Support

● Good knowledge of:

(i) SQL (queries, performance troubleshooting)

(ii) Log analysis & debugging

Experience with

● Experience handling SLA

● Ticketing tools (Freshdesk, JIRA, etc.)

● Monitoring tools (New Relic, Kibana etc.)

● Understanding of APIs, batch jobs, schedulers

● Familiarity with incident, problem, and change workflows

Qualifications

● Proven experience in production support or a similar role.

● Strong problem-solving skills and the ability to work under pressure.

● Excellent communication skills for effective collaboration with cross-functional teams.

● Familiarity with monitoring tools and incident management practices.

● Experience with automation tools and techniques is a plus.

Working Conditions

● Must be willing to work in a 24x7 shift environment to ensure continuous support.

Apply to this jobExperience Level

Mid Level