Description :

We are seeking a highly skilled Production Support Engineer to provide end-to-end support for critical business applications and batch processing environments. The role involves monitoring, troubleshooting, and resolving production issues, managing job automation, handling vendor dependencies, and coordinating with multiple enterprise teams to ensure system stability and performance.

Roles & Responsibilities :

Production & Application Support :

- Provide 24x7 production support for mission-critical applications and batch jobs.

- Monitor application health, system performance, and batch execution to ensure SLA compliance.

- Troubleshoot and resolve production incidents with minimal business impact.

- Perform root cause analysis (RCA) and implement preventive measures.

Batch Job & Automation Management :

- Manage and support AUTOSYS job automation for batch scheduling and execution.

- Re-run, recover, and validate failed batch jobs.

- Analyze job dependencies, upstream/downstream impacts, and execution failures.

- Coordinate with development and infrastructure teams to fix recurring job issues.

Incident & Ticket Management :

- Handle incidents, service requests, and change tickets using ServiceNow.

- Ensure proper ticket categorization, prioritization, and timely resolution.

- Maintain detailed incident notes, RCA documentation, and resolution steps.

- Participate in major incident calls and provide production updates to stakeholders.

Data Validation & Database Support :

- Perform data validation, reconciliation, and analysis using T-SQL / SQL Server.

- Identify data inconsistencies caused by job failures or vendor data delays.

- Execute SQL queries to support issue analysis, reporting, and data fixes (as approved).

- Collaborate with DBAs for performance tuning and database-related issues.

Vendor & Dependency Management :

- Monitor and manage vendor data feeds and external dependencies.

- Coordinate with vendors in case of data delays, failures, or format issues.

- Communicate impacts and recovery timelines to internal stakeholders.

Infrastructure & Cloud Support :

- Support backend servers, application servers, and cloud environments.

- Work with Azure resources for monitoring, troubleshooting, and deployments.

- Assist in environment health checks and capacity planning.

- Support configuration management and automation using Ansible.

DevOps & Tools :

- Use GitLab for code repositories, version control, and deployment pipelines.

- Support CI/CD processes and release deployments.

- Participate in production releases, patching, and post-deployment validations.

Documentation & Compliance :

- Maintain up-to-date runbooks, SOPs, and support documentation.

- Document known issues, workarounds, and escalation procedures.

- Ensure compliance with organizational and audit standards.

Required Skills & Qualifications :

Technical Skills :

- Strong experience in Production Support (L2/L3).

- Hands-on expertise with AUTOSYS job scheduling and automation.

- Solid knowledge of SQL Server & T-SQL for data analysis and troubleshooting.

- Experience with ServiceNow or similar ITSM tools.

- Exposure to Azure cloud environments.

- Working knowledge of GitLab for source control and deployments.

- Experience with Ansible or other automation/configuration tools.

- Understanding of backend systems, application servers, and batch processing frameworks.

Soft Skills :

- Strong analytical and problem-solving abilities.

- Excellent communication and stakeholder management skills.

- Ability to work in high-pressure production environments.

- Willingness to work in shifts and provide on-call support.

Preferred Qualifications :

- Experience supporting financial / enterprise-scale applications.

- Knowledge of ITIL processes and best practices.

- Exposure to monitoring tools and alerting systems.