Production Support Engineer

About Us

R360 powers a data-driven customer engagement ecosystem that enables the world's leading organization to earn customer loyalty every day. For over 10 years, R360s loyalty and reward platforms have driven ambitious loyalty programs for some of the world's biggest brands including Axis Bank, Standard Chartered Bank, HDFC Bank, and Emirates National Dubai Bank. We have 500+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big-data analytics. Our multidisciplinary team of technology experts, product engineers, data scientists, client relationship managers, and, customer experience professionals work together with our clients to enable loyalty by enhancing customer acquisition, engagement, and retention.

Currently, we are looking for a Production Support engineer

This role needs the candidate to work from the office.

What You'll Do

Handle support-related issues to manage the support issue resolution within defined timelines

Accept tickets on problem management tools and work towards resolving them while coordinating with the development team

Perform Root Cause Analysis (RCA) of reported issues

Monitor application health and critical business parameters through dashboards and analytics

Create and maintain dashboards for monitoring application performance, incidents, and operational KPIs

Analyze application logs and troubleshoot production issues to identify root causes and resolution steps

Create and maintain a knowledge base of known support issues and resolutions

Create and maintain an application support service catalog in coordination with other internal application teams

Create daily and weekly status reports and publish them to stakeholders

Handle critical customer escalations effectively

Work with the development team to understand new releases and product features

Work from the office as part of the role requirements

Good to have experience in Python scripting for automation, log analysis, monitoring, and operational support tasks

What We'll Need

Must have 1 years of experience in production/application support, preferably in a 24x7 support environment

Must have basic incident management experience and be able to triage issues during critical incidents

Good hands-on experience in writing SQL queries using Oracle and MySQL databases

Experience in analyzing application/server logs for troubleshooting production issues

Experience in creating dashboards and monitoring reports for critical parameters and analytics

Basic understanding of RDBMS concepts and database troubleshooting

Excellent verbal and written communication skills

Ready to provide on-call support and occasionally work over weekends to meet deadlines

Comfortable working from the office on all working days