REF99602IApplication Support 5 to 8 years Gurgaon ( WFO)

Job Title: IT Production Support / Application Support Engineer (247)

Location: Gurgram

Experience: Minimum 5 Years

Qualification: / BE (Computer Science / IT or related field)

Job Summary

We are looking for a highly skilled and proactive IT Production Support / Application Support Engineer to provide 247 support for critical business applications. The ideal candidate will have strong technical expertise in troubleshooting monitoring and resolving production issues ensuring system stability and driving continuous improvements.

Key Responsibilities

• Provide 247 production support for enterprise applications ensuring high availability and performance.
• Monitor production systems using tools like GCP Monitoring New Relic Grafana and Apache Airflow.
• Perform incident management problem management and change management in compliance with ITIL practices.
• Analyze and troubleshoot issues related to application performance data discrepancies and system failures.
• Work closely with development infrastructure and business teams to resolve production issues.
• Perform root cause analysis (RCA) and drive preventive measures.
• Handle L2/L3 support activities including escalations and critical incident resolution.
• Manage and track tickets using JIRA and ServiceNow ensuring SLA adherence.
• Participate in release deployments and provide post-release validations.
• Create and maintain SOPs runbooks and knowledge base articles.
• Continuously improve monitoring alerting and automation processes.

Technical Skills Required

Monitoring & Tools

• Google Cloud Platform (GCP Monitoring / Stackdriver)
• New Relic
• Grafana
• Apache Airflow

ITSM & Process

• Strong understanding of ITIL framework
• Experience with JIRA and ServiceNow

Database & Scripting

• Strong hands-on experience in PL/SQL
• Ability to write/debug complex queries stored procedures and performance tuning

Required Competencies

• Strong analytical and troubleshooting skills
• Ability to work in rotational shifts (247 support model)
• Experience working in production-critical environments
• Excellent communication and stakeholder management skills
• Ability to handle high-pressure situations and critical incidents

Good to Have Skills

• Exposure to cloud infrastructure (GCP services)
• Basic scripting knowledge (Shell ) for automation
• Experience in DevOps / CI-CD environments
• Knowledge of log analysis tools (e.g. ELK stack)

Key Performance Indicators (KPIs)

• Incident resolution time and SLA adherence
• System uptime and availability
• Reduction in recurring incidents
• Efficiency in root cause analysis

Why Join Us

• Opportunity to work in high-impact production environments
• Exposure to modern monitoring and cloud technologies
• Collaborative and growth-oriented work culture

Qualifications :

Bachelors Degree

Remote Work :

No

Employment Type :

Full-time