L2/L3 Senior Production Support Engineer

3 weeks ago

Gurgaon, Haryana, India Nasugroup Full time

We are looking for a seasoned Production Support Engineer (L2/L3) with 5- 6 years of hands-on experience in managing production environments. The ideal candidate should be well-versed in Incident, Change, and Problem Management, familiar with the ITIL framework, and capable of ensuring stability and reliability in critical applications. Strong communication and troubleshooting skills are essential, along with the ability to work in a hybrid model and provide rotational on-call support.

Key Responsibilities :

- Act as a key member of the Production Support (L2/L3) team.

- Monitor, analyze, and resolve production issues swiftly to ensure application stability.

- Manage incidents, service requests, changes, and problems according to ITIL best practices.

- Coordinate with internal stakeholders and external vendors to ensure timely resolution of issues.

- Support and maintain applications deployed on AWS/cloud-based environments.

- Participate in on-call rotations and provide after-hours support when necessary.

- Maintain documentation for known issues, resolutions, and standard operating procedures.

Required Skills & Experience :

- 5-6 years of strong experience in Production Support (L2/L3) roles.

- Proven expertise in Incident, Change, Problem Management, and ITIL framework.

- Strong troubleshooting and analytical skills, with the ability to act fast during high-severity incidents.

- Excellent communication skills both written and verbal.

- Experience working in cloud-based environments, especially AWS.

Good to Have :

- Exposure to tools like MongoDB (or general database understanding).

- Familiarity with monitoring/logging tools such as Splunk, APM, ASM, and Elastic Stack.

(ref:hirist.tech)

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