Looking for a Product Production Support Engineer with 24 years of experience to support and maintain business-critical applications in a production environment. The role involves incident management, problem analysis, root cause identification, and close collaboration with engineering, QA, and product teams. The candidate should be well-versed in ITIL v4 practices and capable of ensuring high availability, performance, and reliability of enterprise-grade products.
Responsibilities
- Production & Application Support
- Provide L2 production support for enterprise products and applications.
- Monitor application health, logs, alerts, and system performance.
- Troubleshoot production issues and ensure timely resolution within defined SLAs.
- Perform root cause analysis (RCA) and implement preventive measures.
- Manage incidents, service requests, and problems in line with ITIL v4 best practices.
- Ensure proper incident categorization, prioritization, escalation, and closure.
- Contribute to problem management and continuous service improvement (CSI) initiatives.
- Maintain accurate documentation, knowledge base articles, and runbooks.
- Collaboration & Communication
Primary Skills
- 24 years of experience in Production / Application Support for IT products.
- Strong troubleshooting skills across application, database, and system layers.
- Experience with ticketing tools (ServiceNow, Jira, Freshservice, or similar).
- SQL / basic database queries
- Logs, monitoring, and alerting tools
- Linux / Windows environments
- Understanding of SDLC and production support lifecycle.
- ITIL v4 Foundation certified (mandatory or preferred).
- Strong understanding of:
- Incident Management
- Problem Management
- Change Management
Secondary Skills(If Any)
- Experience supporting SaaS or cloud-based applications.
- Exposure to DevOps tools (CI/CD, monitoring, logging).
- Knowledge of cloud platforms (AWS / Azure / GCP).
- Experience in 24x7 or shift-based support environments.
