Production Support Engineer L2

Position: Production Support Engineer (L2)

Min 4-7 years of relevant experience

Education: B.Sc Computer Science/ BCA/BE/B Tech/M Tech/MCA

Role & responsibilities

1. Responsible for global service delivery & DR management, application production support processes and incident management. (Mandatory)

2. Own the overall production support for all tracks.

3. Capture and action the root causes for critical and fatal incidences

4. Crisp reporting of the metrics on weekly and monthly basis

5. Coordinate with all tracks for smooth functioning of applications

6. Reduce repetitive activities efforts by fixing issues or by automating with the help of development team

7. Ensure clear and prompt communication to the stakeholders and leadership with production uptime metrics

8. Create issues handling process, standardize and enforce with all tracks, keep it up-to-date

9. Create and implement a plan to scale the support team based on the business expansion plan Preferred candidate profile

10. Good Communication Skills in English - verbal and written (mandatory)

11. Experienced in ITSM and issue tracking processes and tools like Manage Engine SDP

12. Good hands on experience of using JIRA tool and Excel is mandatory

13. Knowledge of Ecommerce domain (Preferred)

14. Knowledge of BCP (Business continuity planning) and DR (Disaster Recovery) process (Preferred)

15. Sound understanding of application production support processes and incident management. (Mandatory)

Perks and benefits:

1. 5 days working

2. Able to work in product based environment

3. Ample opportunities to learn