Production Application Support Engineer

We are looking for a Production Application Support Engineer to provide operational and technical support for live applications running in production environments.

The ideal candidate should have a basic to intermediate understanding of production environments and experience using or have practical exposure to monitoring and log-management tools such as ELK Stack Grafana Prometheus and Percona Monitoring and Management.

• Monitor production applications services servers databases and system health using available monitoring tools.
  
• Review application and system logs to identify errors failures performance issues and unusual behavior.
  
• Troubleshoot production incidents and perform initial technical investigation before escalating issues to the relevant team.
  
• Respond to system alerts and identify whether an issue is related to the application infrastructure database integration or configuration.
  
• Use tools such as Elasticsearch Logstash Kibana Grafana Prometheus and Percona to monitor application and database performance.
  
• Support incident management activities including incident logging prioritization escalation tracking and closure.
  
• Collect relevant logs screenshots error messages timestamps and technical details required for further investigation.
  
• Coordinate with development database infrastructure DevOps and quality assurance teams to resolve production issues.
  
• Assist in identifying recurring production problems and contribute to root cause analysis.
  
• Maintain documentation for incidents known errors troubleshooting procedures and operational guidelines.
  
• Monitor application availability response times resource utilization database health and service-level indicators.
  
• Validate application functionality and system stability after fixes deployments configuration changes or service restoration.
  
• Support routine operational activities health checks deployment verification and post-release monitoring.
  
• Communicate incident status and progress clearly to technical and non-technical stakeholders.
  
• Follow defined incident management escalation and production support processes.
  

• Bachelors degree in Computer Science Software Engineering Information Technology or a related field.
  
• Approximately 13 years of experience in application support production support system monitoring technical support operations or a related role.
  
• Understanding of production application environments and incident troubleshooting.
  
• Ability to analyze application logs and identify possible causes of errors.
  
• Familiarity with monitoring observability or log-management tools particularly:
  
  • ELK Stack: Elasticsearch Logstash and Kibana.
    
  • Grafana
    
  • Prometheus
    
  • Percona Monitoring and Management
    
• Basic knowledge of Linux commands and server environments.
  
• Basic understanding of databases preferably MySQL or other relational databases.
  
• Ability to execute basic SQL queries for investigation and validation.
  
• Understanding of APIs application services HTTP status codes and system integrations.
  
• Strong analytical and problem-solving skills.
  
• Ability to remain organized and responsive while handling production incidents.
  
• Good written and verbal communication skills.
  
• Willingness to work on-site in Islamabad.
  

• Experience in L1 or L2 production support.
  
• Familiarity with incident-management or ticketing tools such as Jira ServiceNow or similar platforms.
  
• Basic understanding of cloud environments such as AWS Azure or Google Cloud.
  
• Exposure to Docker Kubernetes CI/CD pipelines or deployment processes.
  
• Basic scripting knowledge in Bash Python or PowerShell.
  
• Understanding of alerting dashboards service availability response time CPU usage memory utilization and database performance metrics.
  
• Experience working with cross-functional engineering and operations teams.
  
• Familiarity with root cause analysis and post-incident documentation.