Production Support Engineering Intern

3 days ago

Chennai, Tamil Nadu, India Smartail Full time ₹ 4,00,000 - ₹ 8,00,000 per year

Key Responsibilities

Issue Monitoring & Coordination

  • Monitor production systems and track open issues using monitoring tools
  • Assist in initial triage and severity assessment of reported problems
  • Help coordinate issue assignments to appropriate team members and specialists
  • Track issue status and ensure timely updates to stakeholders

SLA & Performance Management

  • Monitor Service Level Agreement compliance and response times
  • Assist in maintaining SLA dashboards and reporting metrics
  • Help escalate issues that are approaching or breaching SLA thresholds
  • Support performance tracking and KPI measurement

Solution Management

  • Coordinate temporary workarounds and immediate fixes under supervision
  • Help plan and track permanent solution development and deployment
  • Assist in documenting solutions and updating knowledge base
  • Support post-incident reviews and lessons learned sessions

Communication & Reporting

  • Facilitate communication between development, operations, and business teams
  • Assist in preparing status reports and management updates
  • Help maintain incident documentation and resolution records
  • Support stakeholder communication during critical incidents

Process Improvement

  • Participate in process improvement initiatives and workflow optimization
  • Help update and maintain production support procedures
  • Assist in developing training materials and best practices documentation
  • Support automation initiatives and tool evaluation

Qualifications

Required:

  • Bachelor's degree in computer science, Information Technology, Engineering, or related field
  • Basic understanding of software development lifecycle and production environments
  • Strong analytical and problem-solving skills
  • Excellent written and verbal communication abilities
  • Detail-oriented with ability to manage multiple priorities
  • Proficiency in Microsoft Office Suite and Google Workspace

Preferred:

  • Previous internship or project experience in IT support or software development
  • Familiarity with ticketing systems (Jira, ServiceNow, etc.)
  • Basic understanding of monitoring tools and dashboards
  • Knowledge of database systems and basic SQL
  • Understanding of cloud platforms (AWS, Azure, GCP)
  • Experience with incident management frameworks (ITIL)

Technical Skills You'll Develop

  • Production monitoring and alerting systems
  • Incident management and ticketing platforms
  • SLA tracking and performance dashboards
  • Root cause analysis techniques
  • Change management processes
  • System troubleshooting and debugging

Learning Opportunities

  • End-to-end production support management
  • Cross-functional team coordination and communication
  • Service delivery and customer impact management
  • Process optimization and continuous improvement
  • Leadership and project coordination skills
  • Technical troubleshooting and problem resolution

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