Production Support Engineer

We are looking for a Production Support Engineer to monitor and maintain the health of applications, infrastructure, APIs, and services in a 24/7 production environment. The role involves real-time monitoring, incident management, troubleshooting, and collaboration with engineering teams to ensure system reliability and performance.

Key Responsibilities

• Monitor system health across applications, infrastructure, APIs, and services using observability and monitoring tools.
• Review and responds to dashboards and metrics in real time.
• Create, expand, and maintain dashboards to improve observability coverage.
• Perform initial triage using logs, traces, and metrics; identify symptoms and potential root causes.
• Execute runbooks/SOPs for common production issues (e.g., restarts, validation checks, health checks).
• Create incidents, document findings, and collaborate with engineering teams for issue resolution.
• Coordinate with on-call responders during high-priority events.
• Perform routine health checks and proactive monitoring tasks every shift.
• Provide clear communication and shift-to-shift handoff notes.
• Participate in incident management activities and support service restoration efforts.

Required Skills

• 2–5 years of experience in Production Support or Operations Support roles.
• Hands-on experience with observability and monitoring tools such as Dynatrace, Splunk, Grafana, or similar platforms.
• Ability to analyze logs, metrics, traces, and s to identify production issues.
• Strong troubleshooting and analytical skills with the ability to investigate and resolve issues efficiently.
• Experience executing operational runbooks and support procedures.
• Knowledge of ITSM tools such as ServiceNow.
• Strong communication and documentation skills.
• Ability to work in fast-paced production environments.
• Willingness to work in 24/7 rotational shifts.
• Eagerness to learn new tools and technologies.

Preferred Skills

• Basic understanding of AWS or other cloud platforms.
• Familiarity with microservices, APIs, Linux fundamentals, and networking concepts.
• Exposure to monitoring tools such as Prometheus and CloudWatch.
• Understanding of incident management, problem management, and SRE/DevOps practices.
• Basic scripting knowledge (Shell, Python, or similar).

Shift

• 24/7 rotational shift schedule
• Includes night shifts, weekends, and holidays
• Requires participation in on-call rotations and high-priority incident handling