Production Support Intern

Key Responsibilities

Issue Monitoring & Coordination

• Monitor production systems and track open issues using monitoring tools
• Assist in initial triage and severity assessment of reported problems
• Help coordinate issue assignments to appropriate team members and specialists
• Track issue status and ensure timely updates to stakeholders

SLA & Performance Management

• Monitor Service Level Agreement compliance and response times
• Assist in maintaining SLA dashboards and reporting metrics
• Help escalate issues that are approaching or breaching SLA thresholds
• Support performance tracking and KPI measurement

Solution Management

• Coordinate temporary workarounds and immediate fixes under supervision
• Help plan and track permanent solution development and deployment
• Assist in documenting solutions and updating knowledge base
• Support post-incident reviews and lessons learned sessions

Communication & Reporting

• Facilitate communication between development, operations, and business teams
• Assist in preparing status reports and management updates
• Help maintain incident documentation and resolution records
• Support stakeholder communication during critical incidents

Process Improvement

• Participate in process improvement initiatives and workflow optimization
• Help update and maintain production support procedures
• Assist in developing training materials and best practices documentation
• Support automation initiatives and tool evaluation

Qualifications

Required:

• Bachelor's degree in computer science, Information Technology, Engineering, or related field
• Basic understanding of software development lifecycle and production environments
• Strong analytical and problem-solving skills
• Excellent written and verbal communication abilities
• Detail-oriented with ability to manage multiple priorities
• Proficiency in Microsoft Office Suite and Google Workspace

Preferred:

• Previous internship or project experience in IT support or software development
• Familiarity with ticketing systems (Jira, ServiceNow, etc.)
• Basic understanding of monitoring tools and dashboards
• Knowledge of database systems and basic SQL
• Understanding of cloud platforms (AWS, Azure, GCP)
• Experience with incident management frameworks (ITIL)

Technical Skills You'll Develop

• Production monitoring and alerting systems
• Incident management and ticketing platforms
• SLA tracking and performance dashboards
• Root cause analysis techniques
• Change management processes
• System troubleshooting and debugging

Learning Opportunities

• End-to-end production support management
• Cross-functional team coordination and communication
• Service delivery and customer impact management
• Process optimization and continuous improvement
• Leadership and project coordination skills
• Technical troubleshooting and problem resolution

If you’re dedicated and passionate about delivering outstanding customer service, we’d love to hear from you!

Please complete this form: https://forms.cloud.microsoft/r/eETUpg0TyZ.
Once you’ve submitted it, kindly send your resume to [email protected].

Job Types: Fresher, Internship
Contract length: 3 months

Pay: ₹10,000.00 - ₹12,000.00 per month

Work Location: In person