Production Support Engineer

We are seeking a highly skilled Production Support Engineer to join our team focused on the Telecom Field Force Platform and Applications. In this role, you will be responsible for maintaining the stability, reliability, and performance of telecom field force applications and platforms. You will provide technical support, monitor system performance, troubleshoot issues, and ensure that the platform functions smoothly for field agents and telecom operations. This is an excellent opportunity to be part of a fast-paced team and work with innovative telecom technologies.
Key

Incident Management & Issue Resolution
Provide timely resolution of production issues reported by field agents, operational teams, or other stakeholders related to the field force platform.
Diagnose, analyze, and troubleshoot system errors, application crashes, data discrepancies, and network issues.
Collaborate with development, infrastructure, and QA teams to identify root causes and implement fixes or workarounds.
System Monitoring & Performance Optimization

Monitor the health and performance of telecom field force applications and platforms in real-time, ensuring uptime and responsiveness.
Proactively identify performance bottlenecks or capacity issues and coordinate with the relevant teams for resolution.
Use monitoring tools (e.g., Splunk, New Relic, etc.) to track system logs, error logs, and performance metrics.

Release Management And Application Maintenance

Assist with the deployment of software updates, patches, and new releases for the field force platform.
Ensure the production environment is stable and that any changes to the system are implemented smoothly with minimal disruption to operations.
Collaborate with development teams during new feature releases to ensure they meet production requirements and quality standards.

Collaboration with Cross functional Teams

Work closely with product managers, solution architects, developers, and business analysts to understand new features or changes and assess their impact on production.
Coordinate with infrastructure and cloud teams to maintain the backend systems, servers, and network components that support field force applications.
Support customer support teams with escalated technical issues.

Problem Management & Root Cause Analysis
Conduct root cause analysis (RCA) for recurring or critical production incidents and recommend solutions to prevent future occurrences.
Document production incidents, issues, and solutions in a detailed manner for future reference and continuous improvement.

User Support & Troubleshooting
Provide end to user support to field agents and operational teams, addressing technical issues related to mobile applications, dispatching systems, GPS tracking, inventory management, etc.
Investigate user-reported issues and provide guidance on troubleshooting and resolution.
Documentation & Knowledge Sharing
Maintain detailed documentation of production issues, resolution steps, and preventative measures.
Create and update operational runbooks, FAQs, and knowledge base articles to aid in resolving common production support queries.
Service Level Agreement (SLA) Compliance
Ensure production issues are resolved within the established SLA timelines.
Track and report production support metrics, ensuring compliance with internal KPIs and SLAs.