Production Support Engineer - Incident Management

We are seeking a skilled Production Support Engineer to manage the day-to-day operations and performance of multiple critical applications in a dynamic, high-demand environment. The ideal candidate will have hands-on experience with SQL databases, cloud platforms, and a range of other enterprise applications, combined with problem-solving skills and the ability to troubleshoot and resolve issues with minimal Description : Maintain Production Support Processes and SLAs : - Document production support processes that encompass the full lifecycle of a delivery request through to the development team and a production release. - Support defined SLAs based on severity and work with DevOps and Engineering to meet those SLAs. System and Application Deployments : - Plan and execute application and database deployments following established processes with adherence to Corporate Change Management standards. Incident Management : - Participate in the troubleshooting, and resolution of production issues in real time with timely communication to affected parties. - Ensure that incidents are logged, tracked, and escalated as necessary. Monitoring & Alerting : - Implement and optimize monitoring tools to proactively detect issues and ensure the health and performance of production environments. System 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 reliability. Root Cause Analysis (RCA) : - Contribute to post-incident reviews, drive root cause analysis efforts, and ensure that lessons learned are shared across teams. Continuous Improvement : - Engage in continuous improvement efforts by identifying gaps in the support process and implementing best practices. - Optimize incident response times and overall system with Stakeholders : - Engage with business stakeholders, product owners, and other cross-functional teams to ensure effective communication and resolution. Knowledge 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 procedures. On-Call Rotation : - Participate in on-call rotation for critical incidents, ensuring that production environments are supported Qualifications Skills & Qualifications : - Bachelors degree in computer science, Information Technology, or a related field. - 2 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 production support or IT operation team. - Knowledge of incident management, system monitoring, and troubleshooting methodologies. - 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. - Solid communication and interpersonal skills to 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, GitHub). - Hands-on experience with .NET Core, .NET Framework, Apache, IIS, PowerShell, and Python for application support. - Ability to query SQL databases for application troubleshooting, reporting and deployments. - Additional technologies: JIRA, Confluence, Pager Duty, Uptrends, Teams, O365 (ref:hirist.tech)

Location: noida, IN

Posted Date: 5/10/2025