Tech Support Engineer I

Job Description : -

We are seeking a Production Support Engineer to assist in maintaining business-critical

applications in a 24x7 operational environment. This role requires proactive monitoring incident

management root cause analysis and collaboration with development and infrastructure teams

to ensure system stability and high availability.

Location : Indore

Key Responsibilities

Incident Management

Handle L2 / L3 production incidents within defined Service Level Agreements (SLAs).

Drive incidents to closure by coordinating with Development Infrastructure Database

and Operation teams.

Participate in major incident calls and provide timely updates to stakeholders.

Root Cause Analysis

Perform root cause analysis (RCA) and implement permanent fixes to prevent

recurrence.

Monitoring and Support

Monitor application health using appropriate monitoring tools.

Support production releases and hotfix deployments.

Automation and Efficiency

Identify opportunities to automate repetitive support tasks

Create or enhance workflows (e.g. ticket routing alerts self-healing) to improve

operational efficiency and reduce manual effort.

Knowledge Transfer

Ensure smooth knowledge transfer and handovers across shifts.

Required Technical Skills

Strong experience in Production / Application Support

Good knowledge of :

(i) SQL (queries performance troubleshooting)

(ii) Log analysis & debugging

Experience with

Experience handling SLA

Ticketing tools (Freshdesk JIRA etc.)

Monitoring tools (New Relic Kibana etc.)

Understanding of APIs batch jobs schedulers

Familiarity with incident problem and change workflows

Qualifications

Proven experience in production support or a similar role.

Strong problem-solving skills and the ability to work under pressure.

Excellent communication skills for effective collaboration with cross-functional teams.

Familiarity with monitoring tools and incident management practices.

Experience with automation tools and techniques is a plus.

Working Conditions

Must be willing to work in a 24x7 shift environment to ensure continuous support.

Required Experience :

IC

Key Skills

Ruby,Mac Os,Computer Networking,Windows,TCP,Customer Support,Linux,Shell Scripting,VPN,Dns,Technical Support,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1