Production Support Consultant

Role & responsibilities

Change Management

• Plan, assess, and execute

  production changes

  in compliance with ITIL change management processes.
• Prepare and review

  change requests (CRs)

  including impact analysis, risk assessment, implementation steps, and rollback plans.
• Coordinate with application, infrastructure, and business teams to ensure smooth change execution.
• Manage

  change windows, freeze periods

  , and post-implementation reviews (PIR).
• Ensure all changes meet audit and compliance requirements.

Production Support

• Provide

  L1/L2 production support

  for business-critical applications.
• Monitor applications and infrastructure, respond to alerts, and ensure

  SLA adherence

  .
• Perform

  incident management

  , troubleshooting, and root cause analysis (RCA).
• Drive problem management and implement preventive measures to avoid recurrence.
• Support deployments, batch jobs, and critical business operations.

Automation & Ansible

• Design, develop, and maintain

  Ansible playbooks

  for deployments, configuration management, health checks, and routine operational tasks.
• Automate manual and repetitive production activities to improve efficiency and reduce errors.
• Integrate Ansible automation with CI/CD pipelines and monitoring tools where applicable.
• Maintain Ansible inventories, roles, and documentation.

Required Skills & Qualifications

• Strong experience in

  Change Management (ITIL-based)

  .
• Hands-on experience in

  Production Support (L1/L2)

  in a 247 environment.
• Practical experience with

  Ansible automation

  and playbook development.
• Good understanding of

  Linux/Unix systems

  and scripting.
• Experience with incident, problem, and change management tools (ServiceNow or similar).
• Strong analytical, troubleshooting, and communication skills.

Preferred Qualifications

• Experience in

  financial services / payment systems

  environments.
• Knowledge of CI/CD tools, monitoring tools, and cloud platforms.
• ITIL Foundation or relevant certifications.
• Experience in handling high-volume, mission-critical systems.

Work Environment

• High-availability, mission-critical production environments.