Senior Production Support Engineer

Job Description : Team Leadership : - Lead production support engineers by providing guidance, mentorship, and technical expertise. - Foster a culture of accountability and continuous improvement within the Production Support Processes and SLAs : - Document and define production support processes that encompass the full lifecycle of a production bug or enhancement request from the end user through to the development team and a production release. - Identify SLAs based on severity and work with DevOps and Engineering to meet those and Application Deployments : - Oversee the planning and execution of application and database deployments following established processes with adherence to Corporate Change Management standards. Incident Management : - Oversee the identification, troubleshooting, and resolution of production issues in real time with constant communication to affected parties. - Ensure that incidents are logged, tracked, and escalated as necessary, and that root cause analysis is conducted, and that SLAs are & Alerting : - Implement and optimize monitoring tools to proactively detect issues and ensure the health and performance of production environments. - Lead efforts to fine-tune alerting systems and reduce noise from false Stability & Performance : - Work closely with the development, infrastructure, and operations teams to ensure the stability and scalability of production systems. - Recommend and implement improvements to increase system Cause Analysis (RCA) : - Lead post-incident reviews, drive root cause analysis efforts, and ensure that lessons learned are shared across teams. - Develop and track action plans to prevent the recurrence of Improvement : - Champion continuous improvement efforts by identifying gaps in the support process and implementing best practices. - Optimize incident response times and overall system with Stakeholders : - Act as the main point of contact for production support issues, engaging with business stakeholders, product owners, and other cross-functional teams to ensure effective communication and Management : - Maintain and update documentation for support procedures, system configurations, and incident management. - Create knowledge-based articles and ensure the team is well-trained on new systems and Reporting : - Generate regular reports on system performance, incident trends, and support team effectiveness. - Provide insights and recommendations to senior leadership based on data Rotation : - Manage and participate in on-call rotation for critical incidents, ensuring that production environments are supported 24/7/365. Job Qualifications Skills & Qualifications : - Bachelors degree in computer science, Information Technology, or a related field. - 5 years of experience in production support, system administration, or related technical roles with a focus on cloud-based systems management (GCP and Azure) - Proven experience in a leadership role within production support or IT operations. - Strong knowledge of incident management, system monitoring, and troubleshooting methodologies. - Deep understanding of production systems, system architectures, and distributed systems. - Hands-on experience with monitoring tools. - Familiarity with scripting languages (e.g., Python, Shell) for automation and troubleshooting. - Strong communication and interpersonal skills to effectively lead teams and engage with stakeholders. - Ability to work under pressure and manage incidents in a fast-paced production environment. - Proficiency in Windows/Linux/Unix environments and system administration. - Familiarity with CI/CD pipelines and tools (e.g., Jenkins, GitLab) (ref:hirist.tech)

Location: noida, IN

Posted Date: 5/10/2025