Production Support Engineer

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We’re Hiring: Production Support Engineer

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Role Summary

The Production Support Engineer (PSE) will be responsible for monitoring, troubleshooting, and supporting production systems to ensure high availability, stability, and performance. The role requires hands-on experience in SQL, cloud technologies (AWS/Azure), and issue-tracking tools like Jira, along with strong problem-solving and communication skills.

Key Responsibilities

Provide L1/L2 production support for applications and systems running in rotational shifts.

Monitor system alerts, logs, and dashboards to proactively identify issues.

Troubleshoot and resolve incidents within defined SLAs, escalating to higher levels when required.

Perform root cause analysis and document resolutions for recurring problems.

Collaborate with development, QA, and infrastructure teams to ensure smooth application functioning.

Maintain knowledge base, run-books, and support documentation.

Participate in post-incident reviews and continuous service improvement initiatives.

Required Qualifications & Skills

Bachelor’s degree in Computer Science, Information Technology, or related field.

1–3 years of experience in production/application support.

SQL

cloud environments (AWS/Azure)

Jira

Good understanding of monitoring tools and ITIL processes.

Soft Skills:

Preferred Qualifications

Exposure to scripting languages (Python, Shell, PowerShell, etc.) for automation.

Knowledge of CI/CD pipelines and DevOps practices.

Experience in handling production issues in large-scale applications.

Key Relationships

Internal: Development Teams, QA, IT Operations, Cloud Infrastructure Teams.

External: Vendors, Cloud Service Providers, Business Stakeholders.

Role Dimensions

Shift Coverage:

Impact:

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Success Measures (KPIs)

Incident resolution within SLA timelines.

Reduction in recurring incidents (problem management effectiveness).

System uptime and availability percentage.

Quality and completeness of documentation/runbooks.

Positive stakeholder feedback on responsiveness and communication.

Competency Framework Alignment

Technical Competencies:

Behavioral Competencies:

Professional Competencies:

👉 If this sounds like you — or someone you know — DM me or please share CV to nivetha.s@eminds.ai