Production Support Engineer

Working Hours : 12X5 Support with multiple shift & on call support

Department: Service Managment

Reports To: Service Mgmt Lead

Job Summary:

The Production Support Engineer is responsible for ensuring the smooth operation and stability of the organization's production systems. This role involves monitoring, troubleshooting, and resolving issues in real-time, providing support to end-users, and collaborating with development and operations teams to improve system performance and reliability.

Key Responsibilities:

Monitor production systems and applications to ensure optimal performance and availability. When required participate during P1/P2 Management calls

Perform regular system health checks and preventive maintenance.

Identify and address potential issues before they impact production.

Respond to and resolve production issues in a timely manner to minimize downtime and impact on business operations.

Analyze the root cause of incidents and implement corrective actions to prevent recurrence.

Document incidents, resolutions, and actions taken in the incident management system.

Provide technical support to end-users and other IT teams for production-related issues.

Assist in the troubleshooting and resolution of application and system errors.

Escalate issues to higher-level support or development teams as needed.

Collaborate with other IT teams to implement system enhancements and improvements.

Communicate effectively with stakeholders regarding the status of production systems and ongoing issues.

Analyze system performance data and identify opportunities for optimization.

Implement performance tuning and optimization techniques to improve system efficiency.

Participate in capacity planning and scaling activities.

Create and maintain comprehensive documentation for production systems, processes, and procedures.

Generate regular reports on system performance, incidents, and support activities.

Provide updates to management on production system status and improvement initiatives.

Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.

Drive innovation within the team to adopt new tools and technologies that improve production support.

Skills :

Strong understanding of patch management and cybersecurity best practices.

Proficiency with patch management tools (e.g., Microsoft SCCM, WSUS, Ivanti, etc.).

Excellent troubleshooting and problem-solving skills.

Strong organizational and time-management abilities.

Excellent verbal and written communication skills.

Ability to work independently and as part of a team.

Experience:

3-5 years of experience in IT operations, system administration, or a related role.

Proven experience with patch management processes and tools.

Relevant certifications such as Certified Information Systems Security Professional (CISSP), Certified Ethical Hacker (CEH), or Microsoft Certified: Windows Server Hybrid Administrator are advantageous.