Production Support Engineer

Job Requirements

Role/ Job Title: Production Support Engineer-Data Platform

Job Purpose

Roles & Responsibilities

• 1. System Monitoring and Troubleshooting:
• Monitor production systems and applications to identify issues, errors, or performance bottlenecks.
• Investigate and diagnose incidents, analyze log files, and perform root cause analysis.
• Collaborate with cross-functional teams to resolve issues and restore system functionality.
• 2. Incident Management:
• Respond to production incidents promptly, following established incident management processes.
• Prioritize and escalate incidents based on their severity and impact.
• Communicate effectively with stakeholders, providing regular updates on incident status and resolution progress.
• 3. Technical Support:
• Provide timely and efficient technical support to end-users, addressing their queries and issues related to production systems.
• Assist in troubleshooting user-reported problems and guide users on utilizing system features effectively.
• 4. Problem Management and Preventive Maintenance:
• Identify recurring issues and proactively address them through problem management techniques.
• Collaborate with development teams to implement permanent fixes and preventive measures.
• Perform routine system maintenance tasks, including patching, upgrades, and system configuration changes.
• 5. Change Management:
• Participate in change management processes to ensure smooth deployments and minimize disruptions to production environments.
• Review and assess proposed changes for potential impacts on system stability and performance.
• Coordinate with stakeholders to schedule and execute planned changes.
• 6. Documentation and Knowledge Sharing:
• Maintain accurate and up-to-date documentation of system configurations, troubleshooting procedures, and known issues.
• Contribute to knowledge sharing initiatives, including creating knowledge base articles and conducting training sessions.
  

Secondary Responsibilities

• Coordinate with vendors and external service providers for issue resolution and system maintenance.
  

Key Success Metrics

• Ensure timely and error free deliverables.
  

Education Qualification

Experience Range: