Production Support, ITIL, Distributed Technologies

Key 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, prioritization, communication, and closure.

• Execute standard operating procedures, deployment checklists, and runbooks for routine maintenance, releases, and environment validations.

• Analyze 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.

• Primary skills:Technology->Application Support

• Middleware->Application Support

• Middleware

• Knowledge of design principles and fundamentals of architecture

• Understanding of performance engineering

• Knowledge of quality processes and estimation techniques

• Basic understanding of project domain

• Ability to translate functional / nonfunctional 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 latest technologies and trends

• Logical thinking and problem solving skills along with an ability to collaborate

Education: MCA,MSc,MTech,Bachelor of Engineering,BCA,BSc

• Preferred skills: Technology->Application Support
• Middleware->Application Support
• Middleware