Production and Support Engineer

Primary skills to focus: Shell Scripting, PL/SQL, Cassandra Queries, experience with ELK, New relic, Quantum Metrics, OpenSearch, and Dynatrace.

Shift timings: Rotational 24*7Role & responsibilities

Job Profile

Responsibilities:

• Monitoring - System Health Monitoring Continuously check system performance, server uptime, and network availability.
• Application Monitoring – Track application response times, errors, and crashes.
• Trend Analysis – Identify recurring issues and suggest long-term fixes.
• Log Analysis – Analyze logs for anomalies, failures, or suspicious activities.
• Performance Metrics Tracking – Monitor CPU, memory, disk usage, and database performance.
• Network Traffic Analysis – Observe bandwidth usage and detect unusual spikes or bottlenecks.
• Incident Detection & Logging – Identify and document incidents for further analysis.
• Triaging - Categorize incidents based on severity and business impact.
• Perform root cause analysis on production issues and work with cross-functional teams to implement effective solutions.
• Document performance findings and provide recommendations for addressing recurring performance issues.
• Use monitoring and logging tools (such as New Relic, ELK, or Dynatrace) to track system behavior and pinpoint potential issues.
• Assignment & Escalation – Assign incidents to appropriate teams or escalate critical issues.
• Collaboration & Communication – Update stakeholders about ongoing issues and expected resolution times.
• Work with internal teams, vendors, or service providers to resolve issues.
• Knowledge of ITIL, SRE principles, or Site Reliability Engineering practices.

Mandatory Skills:

• Proficient in Linux/Unix Shell Scripting
• Strong experience with PL/SQL and database management.
• Hands-on experience with Cassandra Queries.
• Experience: 3+ years of experience in New Relic APM, Infrastructure Monitoring, or related observability tools.
• Hands-on experience with New Relic One, APM, Logs, Synthetic Monitoring, and Distributed Tracing.
• Strong knowledge of Linux, Windows, and cloud-based environments (AWS, Azure, GCP).
• Proficiency in scripting languages (Python, Bash, PowerShell) for automation.
• Understanding of APIs, microservices, and containerized environments (Docker, Kubernetes).
• Familiarity with logging tools like ELK Stack
• Knowledge of CI/CD tools (Jenkins, GitLab, Azure DevOps) and how monitoring fits into DevOps pipelines.
• Strong problem-solving and analytical skills.
• Ability to work in high-pressure, production-critical environments.
• Excellent communication and documentation skills.

Preferred Skills:

• Experience in cloud infrastructure management.
• Knowledge of containerization technologies (e.g., Docker, Kubernetes).
• Understanding of networking concepts and protocols.
• Experience with monitoring and logging tools.