About the role
Responsibilities:
- Provide end-to-end L1/L2 production support for business-critical applications running on distributed technologies, ensuring high availability and performance.
- Monitor application health, jobs, and interfaces using standard monitoring tools; respond to alerts, incidents, and service requests within defined SLAs.
- Perform detailed incident triage, impact assessment, and initial root cause analysis; document findings and collaborate with development and infrastructure teams for permanent fixes.
- Manage the incident, problem, and change lifecycle in alignment with ITIL best practices, including ticket logging, prioritisation, communication, and closure.
- Execute standard operating procedures, deployment checklists, and runbooks for routine maintenance, releases, and environment validations.
- Analyse recurring issues, identify trends, and propose preventive measures and process improvements to enhance system stability and user experience.
- Coordinate with cross-functional teams during major incidents and releases, providing timely updates to stakeholders and clear communication on progress and resolution.
- Maintain accurate and up-to-date technical documentation, knowledge base articles, and support guides to enable faster resolution and knowledge sharing.
- Support non-production environments as needed, including smoke testing, sanity checks, and validation after deployments or configuration changes.
- Participate in shift-based support, including on-call rotations, to ensure 24x7 coverage for critical applications as required.
Requirements:
- MCA, MSc, MTech, Bachelor of Engineering, BCA, BSc.
- Knowledge of design principles and fundamentals of architecture.
- Understanding of performance engineering.
- Knowledge of quality processes and estimation techniques.
- Basic understanding of the project domain.
- Ability to translate functional/non-functional requirements to systems requirements.
- Ability to design and code complex programs.
- Ability to write test cases and scenarios based on the specifications.
- Good understanding of SDLC and agile methodologies.
- Awareness of the latest technologies and trends.
- Logical thinking and problem-solving skills, along with an ability to collaborate.