NARP Production Support Engineer

Job Description

We are seeking a NARP Production Support Engineer to join our clients IT operations team. This critical role ensures the stability, performance, and reliability of production systems within the NARP (Non-Authorized Retail Program) environment. You will be responsible for incident management, troubleshooting application and infrastructure issues, and driving continuous improvements in production support processes. Key Responsibilities :

Provide Level 2 / 3 production support for NARP applications and systems.

Monitor system performance, availability, and operational health using standard tools and dashboards.

Investigate, diagnose, and resolve incidents and service requests in a timely manner.

Collaborate with application development, infrastructure, and QA teams to ensure seamless deployments and issue resolution.

Participate in root cause analysis and post-incident reviews.

Automate recurring tasks and enhance monitoring and alerting to improve system reliability.

Document support procedures, known issues, and resolution paths for knowledge sharing.

Qualifications :

Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).

3+ years of experience in application / production support, preferably in a large-scale enterprise or telecom / retail environment.

Strong experience in troubleshooting Linux / Unix and / or Windows environments.

Proficiency in scripting (e.g., Shell, Python, PowerShell) and working with SQL databases.

Familiarity with ticketing systems (e.g., ServiceNow, JIRA) and monitoring tools (e.g., Splunk, Dynatrace, AppDynamics).

Excellent communication and problem-solving skills.

Ability to work in a fast-paced, 24 / 7 support environment (on-call rotation may be required).