Hiring Locations: Chennai, Trivandrum, Kochi
Experience Range: 2 – 5 Years

Role Description:

The Production Support Engineer will be responsible for monitoring, triaging, and resolving issues across customer systems, applications, and infrastructure. The role demands proactive incident handling, coordination with stakeholders, and continuous service improvement under minimal supervision.

Key Responsibilities:

Monitor and manage customer systems/applications and infrastructure tools in production environments.

Identify, analyze, and resolve L1/L2 incidents and support tickets efficiently, ensuring adherence to SLAs.

Provide resolution for production issues while following standard protocols and security guidelines.

Handle support requests through phone, chat, or email, delivering high-quality end-user assistance.

Initiate and manage SWAT calls during critical issues and provide stakeholder communication updates.

Track SLA compliance, publish weekly/monthly dashboards, and escalate as necessary.

Own and drive service improvement initiatives by analyzing recurring incidents.

Maintain documentation for troubleshooting steps, resolution procedures, and best practices.

Provide guidance and mentorship to junior support associates and assist in their upskilling.

Ensure accurate logging, categorization, allocation, follow-up, resolution, and closure of tickets.

Contribute to knowledge base updates, project libraries, and client documentation.

Mandatory Skills:

Production/Application Support

Issue triaging and resolution (L1 & L2)

Ticket management systems (e.g., JIRA)

Application monitoring tools

Basic Technical knowledge in:

SQL

AWS

Java

Service reporting and SLA tracking

Strong documentation and communication abilities (written and verbal)

SWAT call coordination and stakeholder handling

Good to Have Skills:

Exposure to Agile/Scrum environments

Familiarity with release management processes

Basic scripting or automation experience

Experience in creating dashboards and support analytics

Knowledge of customer domains and sub-domains

Soft Skills:

Strong problem-solving approach

Effective communication and collaboration across teams

Customer-centric mindset

Proactive in taking ownership and accountability

Ability to mentor juniors and contribute to team growth

Adaptability and eagerness to learn

Performance Metrics:

SLA adherence and timely ticket resolution

Reduction in repeat incidents

Compliance with documentation and reporting standards

Contribution to service/process improvement initiatives

Completion of technical/domain training and certifications

Quality of stakeholder communication and issue escalation handling