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Production Support Engineer
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- 5+ years of experience in Production Support, Service Desk, or IT Operations
- Act as the first point of contact for production incidents received through email, chat, or ticketing tools
- Log, categorize, and prioritize incidents and service requests in ServiceNow, Remedy, or JIRA
- Monitor system dashboards, alerts, and shared mailboxes to detect service interruptions and performance degradation
- Perform basic troubleshooting for applications, APIs, and backend services
- Execute SQL queries to validate data and ensure accuracy in system transactions
- Perform log analysis and Linux/Windows-level checks for incident validation
- Escalate unresolved issues to appropriate L2 or L3 teams while ensuring clear and complete documentation
- Maintain continuous communication with stakeholders on ticket progress and resolution timelines
- Participate in rotational shifts (24×7) ensuring timely updates and smooth handovers
- Maintain SOPs, known-error databases, and incident records for operational continuity
- Good understanding of ITIL processes (Incident, Problem, and Change Management)
- Working knowledge of Windows and Linux operating systems
- Familiarity with banking or financial systems (onboarding, payments, cards, loans) preferred
- Experience in ticketing tools like ServiceNow, Remedy, or JIRA
- Exposure to SQL, API validation, and JavaScript scripting
- Ability to prioritize, multitask, and manage incidents effectively
- Customer-oriented approach with strong accountability and ownership
- ITIL v4 Foundation certification preferred (not mandatory)
- Exposure to monitoring and observability tools such as Dynatrace, Grafana, or AppDynamics
- Willingness to work in rotational shifts, including weekends and public holidays
- Strong desire to progress into L2 / L3 Production Support or Application Reliability roles
- Self-driven, adaptable, and committed to maintaining operational stability in a fast-paced environment
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