Production Support intern

Job Description

About the Role We are seeking a highly motivated Production Support Intern to join our Engineering Operations team. This internship offers a unique opportunity to gain hands-on experience in supporting mission-critical SaaS applications, maintaining high service availability, and collaborating with cross-functional teams across engineering, DevOps, and client services. This role is ideal for individuals who are detail-oriented, eager to learn, and passionate about delivering high-quality support in a fast-paced production environment. Key Responsibilities Monitoring & Alert Management Proactively monitor systems and respond to production alerts Ensure 100% of Priority 1 (P1) alerts are acknowledged within 15 minutes Maintain Mean Time to Acknowledge (MTTA) under 10 minutes Incident Management & Resolution Assist in diagnosing and resolving technical issues in real time Ensure 90% of support tickets are resolved within defined SLAs Escalate critical incidents promptly to relevant teams Deployment Support Perform pre-deployment checklists and post-deployment validations Ensure full compliance with deployment protocols with <2% post-release issues Root Cause Analysis (RCA) & Documentation Contribute to timely completion of RCAs for P1/P2 incidents within 48 hours Maintain accurate documentation of incident reports and system behaviors Service Availability Support efforts to maintain 99.9%+ uptime across production services Monitor and report on SLA adherence, targeting <2% SLA breaches Client Communication Support Assist in drafting client updates for major incidents Ensure updates are shared within 15 minutes of incident identification Monitoring Optimization Propose and help implement a minimum of 2 enhancements to alerts, logs, or monitoring systems per quarter Qualifications Currently pursuing a Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field Familiarity with operating systems (Linux/Unix), databases (SQL), and cloud environments (AWS, GCP, or Azure) Understanding of ITIL concepts or incident management frameworks is a plus Strong analytical and problem-solving skills Effective written and verbal communication Ability to work in rotational shifts (if required) What You’ll Gain Exposure to real-time production support within a SaaS environment Mentorship from experienced engineers and SRE professionals Practical understanding of incident response, DevOps tools, and service reliability metrics Opportunity to contribute meaningfully to operations that directly impact client experience Job Types: Fresher, Internship Contract length: 6 months Pay: ₹8,470.19 - ₹10,000.75 per month Shift: Day shift Work Days: Monday to Friday Weekend availability Work Location: In person