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 working with the development team.
• Perform Root Cause Analysis of the reported issues
• 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; publish them to stakeholders
• Should be able to handle critical customer escalations
• Work with the development team to understand the new release, product features

What we'll need:

• Must have 2+ years of experience in production support and preferably working in 24*7 shift
• Must have basic incident management experience and be able to triage issues during critical incidents
• Experience in writing SQL queries, basic RDBMS experience, and core Java and HTML knowledge is a must.
• Excellent verbal and written skills
• Ready to provide on-call support and occasionally work over weekends to meet deadlines.