Production Support Engineer

Broad Function:
We are seeking a Production Support Engineer who will be responsible for providing technical support to customers using Java-based applications and certain composition engines like Quadient, OpenText, etc. Provide optimal solutions for the core problems, code fixes, diagnose and fix operational issues.

Role & responsibilities:

• Perform trouble shooting, analysis, research and resolution using advanced query and programming skills, Conducts root cause analysis.
• Look for areas of improvement in monitoring, application stability.
• Should be open to learn FCIs inhouse Product and other technologies and excel them.
• Communicate with line of business and management the overall status and health of the application.
• Be the first point of contact for production issues, support requests and alerts.
• Ensure issues and outages are properly documented.
• Proactively monitor application and infrastructure alerts and be able to react quickly.
• Documents major maintenance events and other significant product related issues
• Key part of constant improvement process. Recommending and implementing solutions to mitigate repeat issues and early detection.
• Directs and coordinates operation, maintenance, and repair of equipment and systems in field installations and internal teams.
• Communicate/escalate issues to appropriate functional areas with supporting evidence from application logs, pcap, service trend data etc.
• Writes and submits Engineering Change Requests (ECRs) to engineering to correct product performance deficiencies or reliability problems.
• Implement and manage service monitoring tools including agent-based application monitoring, log analysis/trending and health metrics.
• Documentation of application flows, monitoring techniques and resolution playbooks.

Preferred candidate profile:

• Bachelors degree in computer science or a related field.
• 2+ years of experience in Technical Production Support
• Strong analytical and problem-solving skills.
• Good knowledge of MySQL and Unix including queries and commands
• Familiarity with object-oriented design and programming principles and patterns, Knowledge of any programming language like Java is a plus.
• Understanding of message broker like Kafka & Understanding of AWS.
• Experience with Application and server Security monitoring and best practices is a plus.
• Ability to Conducts root cause analysis and Log analysis for better troubleshooting.
• Ability to perform data analysis from both business and IT, identify insights, and present findings.
  

Perks and benefits:

The company offers a range of employee benefits including:

• Cashless medical insurance for employees, spouses, and children
• Accidental insurance coverage
• Life insurance coverage
• Retirement benefits including Provident Fund (PF) and Gratuity
• ESI*
• Sodexo benefits for income tax savings
• Paternity & Maternity Leave Benefit
• National Pension Saving