Production Support Engineer

About the role

We are seeking a Production Support Engineer to ensure the health and reliability of our applications, infrastructure, APIs, and services in a 24/7 production environment. You will work closely with engineering teams to monitor systems, manage incidents, and continuously improve observability.

Key responsibilities

• Monitor system health across applications, infrastructure, APIs, and services using observability tools.
• Review alerts, dashboards, and metrics in real time and respond promptly.
• Create, expand, and maintain dashboards and alerting rules to improve coverage.
• Perform initial triage using logs, traces, and metrics to identify symptoms and root causes.
• Execute runbooks/SOPs for common production issues and document findings.
• Coordinate with on‑call responders during high‑priority events and provide clear shift handoff notes.
• Participate in incident management and support service restoration activities.

Required profile

• 2–5 years of experience in Production Support or Operations Support.
• Strong troubleshooting and analytical abilities.
• Excellent communication and documentation skills.
• Willingness to work 24/7 rotational shifts, including nights, weekends, and holidays.

Required skills

• Hands‑on experience with observability and monitoring tools such as Dynatrace, Splunk, Grafana, Prometheus or CloudWatch.
• Ability to analyze logs, metrics, and traces to identify production issues.
• Experience with ITSM tools, especially ServiceNow.
• Basic understanding of AWS or other cloud platforms.
• Familiarity with microservices, APIs, Linux fundamentals, and networking concepts.
• Basic scripting knowledge (Shell, Python or similar).