Production Support Engineer

Job Description

Production Support Engineer

Experience Required: 8–10 Years

Role Description

Responsible for supporting business-critical applications and systems through incident resolution, root-cause analysis, troubleshooting, change implementation, system monitoring, and application enhancements.

The role combines production support with development activities while ensuring system availability, reliability, compliance, and a strong customer experience.

Key Responsibilities

• Provide application and production support, responding to customer requests, questions, incidents, and problem tickets.
  
• Troubleshoot technical issues, perform root-cause analysis, and implement effective resolutions.
  
• Review and execute installation, release, and change plans according to established change-management procedures.
  
• Develop, test, debug, and maintain programs, scripts, utilities, and automation solutions.
  
• Participate in code reviews, testing, deployment, and ISDLC/SDLC processes.
  
• Monitor system alerts, performance, availability, and reliability, proactively addressing operational issues.
  
• Install and maintain third-party software and hardware changes.
  
• Develop and improve monitoring, alerting, automation, and operational processes.
  
• Maintain technical documentation, support knowledge sharing, and contribute to team training.
  
• Work collaboratively with project leads, technical teams, business partners, and key stakeholders.
  
• Identify opportunities for continuous improvement, operational efficiency, and better customer experience.
  
• Demonstrate strong ownership, integrity, collaboration, adaptability, and customer focus.
  

Core Skills

• Application / Production Support
  
• Incident & Problem Management
  
• Root Cause Analysis
  
• Troubleshooting
  
• System Monitoring & Alerting
  
• Scripting / Automation
  
• Programming & Debugging
  
• SDLC / ISDLC
  
• Code Review & Testing
  
• Change / Release Management
  
• System Performance & Reliability
  
• Third-Party Software Support
  
• Technical Documentation
  
• Stakeholder Communication
  
• Continuous Improvement
  

Essential Skills

Infrastructure Skills:

• Systems monitoring, performance, availability, and reliability management.
  
• Use of system commands and utilities.
  
• Installation and maintenance of third-party software and hardware.
  
• Production alert monitoring and response.
  
• Troubleshooting and root-cause analysis.
  
• Change procedures and implementation planning.
  
• On-call support.
  

Application Skills:

• Following SDLC processes.
  
• Participating in code reviews.
  
• Collaborating with development teams.
  
• Preparing test scripts and supporting application-related troubleshooting.
  

Desirable Skills

• Infrastructure Optimization and Tuning
  
• Project Management
  

Requirements
Salesforce