Production Support Engineer

L1 Production Support Engineer

1. Position Details

Department:

IT Application Production Support

Experience:

Employment

Reporting to L2 Support Lead / Production Support Manager

2. Role Purpose

SLA, incident management and escalation processes

3. Key Responsibilities

Production Monitoring

• Monitor production applications, servers, interfaces, APIs, batch jobs and scheduled processes.
• Identify application failures, performance issues, job failures and service interruptions.
• Perform initial analysis of alerts and determine business impact.

Incident Management

• Receive and log incidents through the ITSM tool.
• Perform L1 troubleshooting using documented SOPs/runbooks.
• Categorize and prioritize incidents based on business impact and severity.
• Resolve incidents within the defined L1 scope.
• Escalate unresolved/complex issues to L2/L3 teams within defined timelines.
• Continuously track escalated incidents until resolution.

Application Support

• Perform basic application health checks.
• Validate application availability, login, APIs, database connectivity and dependent services.
• Monitor batch jobs and scheduled interfaces.
• Perform application restart/service restart where authorized.
• Validate successful completion of recovery activities.

Log & Error Analysis

• Perform basic analysis of application and system logs.
• Identify recurring error patterns.
• Capture relevant logs, timestamps, transaction IDs and error messages before escalation.
• Provide sufficient technical information to L2/L3 teams for faster resolution.

Business/User Support

• Provide first-level support to business users.
• Understand reported issues and perform initial diagnosis.
• Communicate incident status and expected resolution/escalation status.
• Follow predefined communication matrix for critical incidents.

4. Required Technical Skills

• Basic understanding of application architecture.
• Basic SQL knowledge.
• Understanding of HTTP/HTTPS and REST APIs.
• Basic Linux/Windows commands.
• Application and server log analysis.
• ITIL/Incident Management concepts.
• Knowledge of monitoring tools.
• Basic troubleshooting skills.
• ITSM tools Jira Service Management

5. Behavioral Skills

• Strong analytical and troubleshooting ability.
• Good verbal and written communication.
• Ability to work under pressure during production incidents.
• Good ownership and follow-up skills.
• Ability to work in a team and coordinate across multiple IT teams.