Experience Range: 2 to 5 years
Hiring Locations: Chennai, Trivandrum, Kochi

Role Description:

As a Production Support Analyst, you will monitor, triage, and resolve application/system/infrastructure issues in a production environment with minimal guidance. This role involves L1/L2 support, SLA adherence, documentation, and proactive stakeholder communication to ensure smooth operations and continuous service improvement.

Key Responsibilities:

Monitor systems, applications, and infrastructure tools in production environments.

Understand business requirements and troubleshoot issues reported by end users.

Identify, analyze, and resolve L1 and L2 incidents/tickets within optimal MTTR.

Provide support via phone, chat, or email with minimal supervision.

Own and coordinate SWAT calls and critical incident communications.

Serve as point-of-contact (POC) for customer escalations and requests.

Maintain and improve system uptime and SLA compliance.

Ensure documentation is current and knowledge is shared with the team.

Mentor junior associates and support their technical development.

Track and report SLA metrics, weekly/monthly dashboards, and support analytics.

Follow release management and change control procedures.

Mandatory Technical Skills:

SQL – Intermediate

AWS – Basic knowledge

Java – Basic understanding for troubleshooting

Application monitoring tools

JIRA or similar ticket management tools

Knowledge of ServiceNow or any ITSM tool

Incident tracking and SLA reporting

Good-to-Have Skills:

Understanding of Agile methodologies

Familiarity with infrastructure concepts and CI/CD pipelines

Experience with automation or scripting for process improvement

Knowledge of domain-specific tools depending on the customer application

Soft Skills:

Excellent verbal and written communication

Strong documentation and reporting skills

Customer handling and stakeholder management

Problem-solving mindset

Team player with mentoring abilities

Ability to work under pressure and multitask

Proactive attitude in process improvement and knowledge sharing

Key Measures of Success:

Adherence to SLAs and MTTR targets

Reduction of repeat issues and known defects

Timely and accurate reporting and dashboard publication

Completion of required certifications and training

Number of production issues resolved effectively

Quality of documentation and knowledge transfer

Contribution to service improvement initiatives