Product_Support_Engineer_IT_SSC

About Welspun

Welspun World is one of India's fastest growing global conglomerates with businesses in Home Textiles, Flooring Solutions, Advanced Textiles, DI Pipes, Pig Iron, TMT bars, Stainless Steel, Alloy, Line Pipes, Infrastructure & Warehousing.At Welspun, we strongly believe in our purpose to delight customers through innovation and technology, achieve inclusive & sustainable growth to remain eminent in all our businesses. From Homes to Highways, Hi-tech to Heavy metals, We lead tomorrow together to create a smarter & more sustainable world.

Job Purpose/ Summary

Provide end-to-end L1 and L2 application support by monitoring alerts, troubleshooting issues, collaborating with cross-functional teams, performing root cause analysis, managing incidents through ITSM tools, and maintaining documentation, with proficiency in SQL, monitoring tools, and basic scripting knowledge.

Job Title

Product_Support_Engineer_IT_SSCWe are looking for a motivated Product Support Engineer to join our team. In this role, you will act as the primary point of contact for customers, providing technical support and troubleshooting assistance for our products. You will work closely with cross-functional teams including engineering, product management, and sales to resolve customer issues efficiently and contribute to product improvements. The ideal candidate will have strong problem-solving skills, technical knowledge, and a passion for delivering exceptional customer service.

Principal Accountabilities

Provide endtoend L1 and L2 application support by monitoring alerts and troubleshooting issuesbr Collaborate with crossfunctional teams to perform root cause analysis and manage incidents through ITSM toolsbr Maintain and update documentation including knowledge base articles SOPs and FAQsbr Monitor application alerts logs and dashboards using tools like Grafana Kibana or custom portalsbr Acknowledge and triage tickets raised through email ITSM tools eg Jira ServiceNow Freshdesk or monitoring systemsbr Provide firstlevel support for known issues by following SOPs and predefined resolution workflowsbr Log and escalate unresolved issues to L2 support or engineering teams with necessary diagnosticsbr Perform advanced troubleshooting of application issues eg API failures DB errors latencybr Query databases eg MySQL PostgreSQL Oracle to validate and analyze incidentsbr Collaborate with development QA and infrastructure teams to resolve underlying technical problemsbr Participate in root cause analysis RCA and assist with bug fixes or data correctionsbr Deploy patches configuration updates or service restarts under controlled environments nonprodprodbr 23 years of experience in application support with exposure to both L1 and L2 rolesbr Good understanding of application architectures APIs and microservices RESTSOAPbr Experience using monitoringlogging tools eg ELK Stack Grafana Prometheusbr Proficient in SQL for data queries and validationsbr Strong problemsolving and communication skillsbr Basic knowledge of JavaPythonJS is a plusbr Familiarity with ITIL concepts like incident change and problem management

Key Interactions

Client Relations ,Training and Development ,Top Management,Mid Management,Junior Management

Experience

2

Competency Name

Competency Name

Proficiency Level

Information TechnologyExpert Technology skills(IT.Expert IT OperationsExpert Change ManagementExpert Problem SolvingExpert CollaborationExpert Business & Commercial acumenExpert Global Mind-setExpert EntrepreneurshipProficient People ExcellenceProficient

Additional Section (Can Be Added, If Required.

NA