Role description

Key Responsibilities

Provide L1L2 production support for enterprise applications ensuring high availability

Monitor application health logs and s to proactively identify issues

Perform incident triage impact analysis and SLAbased resolution of production issues

Conduct root cause analysis RCA and coordinate fixes with development teams

Manage incident problem and service request processes as per ITIL standards

Support application deployments and validate releases postdeployment

Collaborate with infrastructure DB and development teams for troubleshooting

Maintain documentation runbooks known errors SOPs for knowledge management

Ensure adherence to SLAOLA and operational processes

Participate in oncall support and shift rotations

Required Skills

Strong experience in Application Production Support

Incident Problem Management ITIL framework

Monitoring tools Dynatrace Splunk AppDynamics etc

SQL Database troubleshooting

Basic scripting Shell Python PowerShell

OS knowledge LinuxUnixWindows

Preferred Skills

Experience inNET Java applications support

Exposure to middleware APIs Kafka or microservices

DevOps tools CICD pipelines automation tools

Knowledge of cloud platforms AWSAzure

Soft Skills

Strong analytical problemsolving skills

Good communication and stakeholder coordination

Ability to work under pressure in critical incidents