Production Support Engineer

As a Lead Production Support Engineer at GlobalLogic, you will be responsible for managing and supporting production systems to ensure their stability and performance. With over 7 years of experience, you will lead triage calls, troubleshoot critical issues, and monitor production environments using tools like Grafana, Splunk, and others. Your role will involve collaborating with development and infrastructure teams to drive improvements, resolve incidents efficiently, and implement long-term solutions. **Key Responsibilities:** - Lead triage calls to troubleshoot and resolve critical production issues. - Monitor production systems using monitoring tools like Grafana, Splunk, and other industry-standard tools. - Manage and resolve incidents and outages with quick and efficient problem-solving techniques. - Collaborate with development and infrastructure teams to identify root causes of production issues and implement long-term solutions. - Ensure seamless coordination during critical incidents and escalate when necessary. - Conduct post-mortem analysis for incidents and help with process improvements. - Provide proactive monitoring and alerts to prevent system downtime. - Collaborate with internal teams to maintain and improve system performance, stability, and scalability. - Document processes and troubleshooting steps for team knowledge sharing. - Lead and mentor junior engineers in day-to-day support activities. **Qualifications Required:** - 7+ years of experience in production support or site reliability engineering. - Expertise in monitoring and troubleshooting production systems using Grafana, Splunk, Datadog, or similar tools. - Strong understanding of Linux/Unix operating systems and basic scripting. - Experience in incident management, problem management, and root cause analysis. - Ability to lead triage calls during high-pressure situations and drive incident resolution. - Excellent communication skills to effectively collaborate with various stakeholders. - Ability to work in a night shift (5:30 PM IST to 2:30 AM IST, or 6:00 AM CST to 3:00 PM CST). - Familiarity with Cloud Platforms (AWS, Azure, GCP) is a plus. - Proficiency in SQL and troubleshooting databases is a plus. - IRC creation and management for incidents, as needed.,