Production Support Engineer

• We are seeking a Production Support Engineer who will be responsible for providing technical support to customers using Java-based applications. Provide optimal solutions for the core problems, code fixes, diagnose and fix operational issues.
  
• Roles and Responsibilities:
  
  
• Follow ITIL guidelines for handling incidents, problems, and changes.
  
• Perform troubleshooting, analysis, research and resolution using advanced query and programming skills, Conducts Root Cause Analysis (RCA).
  
• Debug production issues involving Java services, SQL queries, and scripting (Shell/Python).
  
• Communicate with line of business and management the overall status and health of the application.
  
• Be the first point of contact for production issues, support requests and alerts.
  
• Proactively monitor application and infrastructure alerts and be able to respond quickly.
  
• Recommending and implementing solutions to mitigate repeat issues and early detection.
  
• Coordinates with operations, maintenance, and provide support in field installations and internal teams.
  
• Communicate/escalate issues to appropriate functional areas with supporting evidence from application logs, service trend data etc.
  
• Troubleshoot application issues by analyzing various logs like Frontend, Backend, API, payloads, etc.
  

Requirements

• Desired Candidate profile:
  
• Strong analytical and problem-solving skills.
  
• Excellent interpersonal and communication skills handling internal and external customers.
  
• Good knowledge of MySQL and Unix including queries and commands.
  
• Knowledge of Java is required.
  
• Degree in Computer Science or a related field.
  
• Ability to conduct Root Cause Analysis (RCA) and Log analysis for better troubleshooting.
  
• Knowledge of Agile methodology is preferable.
  
• Experience in working with Jira/Zoho is preferable.
  
• Experience in Technical Production Support is preferable.
  
• Understanding message brokers like Kafka & AWS is preferable.