Application Production Support Engineer - ITIL Module

Job Summary :

Key Responsibilities :

- Provide Level 1 and Level 2 support for production applications and troubleshoot incidents in real time.

- Perform root cause analysis (RCA) of recurring issues and contribute to long-term solutions.

- Respond to application and system alerts and escalate complex issues to relevant teams when necessary.

- Collaborate with development and DevOps teams to implement monitoring, alerting, and automation solutions.

- Execute deployments, patches, and configuration changes as per the change management process.

- Maintain documentation related to application support procedures, known issues, and troubleshooting steps.

- Support disaster recovery testing and participate in regular system audits.

- Ensure adherence to SLAs and maintain high availability and reliability of supported applications.

- Participate in on-call rotations and provide support outside of business hours as needed.

Required Qualifications :

- 5 +years of experience in application production support or a similar role.

- Strong troubleshooting and analytical skills.

- Familiarity with Linux/Unix environments, shell scripting, and basic networking.

- Experience with relational databases (e.g., Oracle, SQL Server, MySQL) and writing SQL queries.

- Knowledge of monitoring/logging tools (e.g., Splunk, ELK, Grafana, Nagios).

- Understanding of ITIL principles and incident/change management processes.

- Experience with ticketing systems like ServiceNow, Jira, or Remedy.