Hiring Locations: Chennai, Trivandrum, Kochi

Role Description:

The Production Support Analyst is responsible for monitoring, triaging, and resolving system, application, and infrastructure issues in a production environment. The role requires strong technical troubleshooting abilities, adherence to service-level agreements (SLAs), and proactive communication with stakeholders. The analyst is also expected to mentor junior team members, manage support documentation, and continuously seek process improvement opportunities.

Responsibilities:

Monitor, triage, and resolve production issues for systems, applications, and infrastructure tools.

Troubleshoot and resolve Level-2 (L2) support tickets via phone, chat, and email.

Collaborate effectively with business users and technical teams to resolve issues.

Follow security guidelines and organizational standards while resolving incidents.

Ensure requests for support are logged and handled per SLA.

Participate in SWAT calls, provide real-time updates, and coordinate with stakeholders.

Perform root cause analysis and implement fixes to prevent recurrence.

Mentor Trainee Associates and Associates in the team.

Maintain up-to-date documentation for systems and processes.

Contribute to knowledge base and share insights with the team.

Participate in release management processes.

Report status updates, adhere to reporting standards, and track SLA compliance.

Own customer escalations and requests, including ticket management and follow-up.

Publish weekly/monthly dashboards and maintain process metrics.

Mandatory Skills:

Experience in Production/Application Support

Proficiency in SQL, JIRA, and ticketing tools

Experience with AWS and Java (basic level acceptable)

Application and infrastructure monitoring tools

Strong troubleshooting and analytical skills

Experience in handling SWAT/critical incidents

SLA tracking and reporting

Incident lifecycle management (logging, categorizing, allocating, resolution & closure)

Good to Have Skills:

Knowledge of Agile/Scrum methodologies

Familiarity with ITIL processes

Automation or scripting experience (e.g., Python, Shell)

Experience in customer-facing environments

Dashboard and reporting experience using tools like Power BI or Tableau

Soft Skills:

Excellent verbal and written communication skills

Strong documentation and reporting abilities

Customer relationship management

Team player with mentoring capabilities

Proactive attitude and willingness to take ownership

Ability to work under pressure in a 24/7 production support environment

Experience Range:

2 – 5 years in Production Support / Application Support roles