About the Role :

We are looking for an experienced Production Support Analyst with hands-on experience in supporting and maintaining production applications. The ideal candidate should have strong expertise in Python, SQL, AWS, and L1/L2/L3 production support, along with excellent troubleshooting and problem-solving skills. The candidate will be responsible for monitoring production environments, resolving incidents, identifying root causes, and ensuring application availability and stability.

Key Responsibilities :

- Provide L1/L2/L3 production support for business-critical applications.

- Monitor production systems, identify issues, and respond to alerts and incidents.

- Troubleshoot and resolve application, infrastructure, database, and integration-related issues.

- Use Python for scripting, automation, troubleshooting, and operational tasks.

- Write and execute SQL queries for data validation, analysis, troubleshooting, and issue resolution.

- Work with AWS services to monitor and troubleshoot cloud-based applications and infrastructure.

- Analyze application logs, system metrics, and error messages to identify root causes.

- Perform incident management, problem management, and service restoration within defined SLAs.

- Participate in root cause analysis (RCA) and implement corrective and preventive actions.

- Collaborate with development, DevOps, QA, database, and infrastructure teams to resolve complex production issues.

- Support application deployments, releases, patches, and production changes.

- Develop and maintain scripts and tools to automate repetitive support activities.

- Maintain production support documentation, runbooks, troubleshooting guides, and knowledge bases.

- Ensure high availability, reliability, and performance of production applications.

- Participate in on-call/shift support as required.

Required Skills :

- 4 - 6 years of experience in Production/Application Support.

- Strong hands-on experience in Python.

- Strong proficiency in SQL and database troubleshooting.

- Hands-on experience with AWS cloud services and production environments.

- Strong experience providing L1/L2/L3 Production Support.

- Good understanding of application monitoring, logging, incident management, and troubleshooting.

- Experience with root cause analysis and resolving recurring production issues.

- Strong understanding of application lifecycle, deployments, and release management.

- Good knowledge of system and application performance monitoring.

- Strong analytical and problem-solving skills.

- Excellent communication and collaboration skills.

Good to Have :

- Experience with AWS services such as EC2, S3, CloudWatch, Lambda, RDS, and IAM.

- Familiarity with Linux/Unix environments and shell scripting.

- Experience with monitoring and observability tools.

- Knowledge of ITIL processes and incident/problem/change management.

- Exposure to CI/CD, Git, Docker, or Kubernetes.

- Experience in automating production support activities using Python.