Production Support Engineer

Job Description – Tier 1 Production Support Engineer

Role Overview

We are seeking motivated Tier 1 Production Support Engineers with 1–3 years of experience to join our operations team. This role is critical to maintaining 24×7 stability of business-critical jobs, applications, and data pipelines. The engineer will act as the first line of defense, ensuring timely monitoring, incident triage, resolution (using SOPs), and escalation to higher-level teams when needed.

Key Responsibilities

Monitoring :

Continuously monitor SQL Server jobs, Azure Data Factory (ADF) pipelines, and production dashboards.

Ensure all scheduled jobs run at correct intervals and complete on time.

Incident Handling :

Acknowledge and classify alerts / incidents based on severity (P1 / P2 / P3).

Perform initial diagnostics and apply known fixes as per SOPs.

Escalate unresolved issues to Tier 2 / 3 teams with full context (logs, error codes, impact).

Communication & Reporting :

Provide timely updates to stakeholders during incidents.

Document all incidents in ticketing tools (ServiceDesk / Jira) with accurate impact and resolution details.

Contribute to daily / weekly operational reports and shift handovers.

Shift Operations :

Work in rotational shifts including night shifts to provide 24×7 coverage.

Ensure smooth handover of open issues to the next shift.

Required Skills & Experience

1–3 years of experience in Production Support / Application Support / IT Operations.

Strong understanding of SQL basics (queries, job monitoring).

Exposure to Azure / AWS cloud environments (ADF, Monitoring, Logs) preferred.

Familiarity with ticketing tools (ServiceDesk, Jira, ServiceNow).

Good troubleshooting, communication, and documentation skills.

Willingness to work in rotational and night shifts.

Educational Qualification

Bachelor’s degree in Computer Science, IT, Engineering, or related field.

Equivalent work experience will also be considered.

Thanks,

Renuka

renuka.thakur@eminds.ai