Production Support Engineer

Job Description:

L1 Production Support Engineer

1. Position Details
Position: L1 Production Support Engineer / Analyst

Department:

IT Application Production Support

Experience: 1-4 years

EmploymentFull Time

Reporting to L2 Support Lead / Production Support Manager

2. Role Purpose
The L1 Production Support Engineer will be responsible for first-level monitoring, incident identification,initial troubleshooting, ticket management and coordination. L2/L3/application/infrastructure teams to ensure smooth operation and availability of production applications.

The role requires strong operational discipline, timely response to incidents, effective communication and adherence to defined SLA, incident management and escalation processes. Life Insurance experience is must.

3. Key Responsibilities

Production Monitoring

• Monitor production applications, servers, interfaces, APIs, batch jobs and scheduled processes.
• Identify application failures, performance issues, job failures and service interruptions.
• Perform initial analysis of alerts and determine business impact.

Incident Management

• Receive and log incidents through the ITSM tool.
• Perform L1 troubleshooting using documented SOPs/runbooks.
• Categorize and prioritize incidents based on business impact and severity.
• Resolve incidents within the defined L1 scope.
• Escalate unresolved/complex issues to L2/L3 teams within defined timelines.
• Continuously track escalated incidents until resolution.

Application Support

• Perform basic application health checks.
• Validate application availability, login, APIs, database connectivity and dependent services.
• Monitor batch jobs and scheduled interfaces.
• Perform application restart/service restart where authorized.
• Validate successful completion of recovery activities.

Log & Error Analysis

• Perform basic analysis of application and system logs.
• Identify recurring error patterns.
• Capture relevant logs, timestamps, transaction IDs and error messages before escalation.
• Provide sufficient technical information to L2/L3 teams for faster resolution.

Business/User Support

• Provide first-level support to business users.
• Understand reported issues and perform initial diagnosis.
• Communicate incident status and expected resolution/escalation status.
• Follow predefined communication matrix for critical incidents.

4. Required Technical Skills

• Basic understanding of application architecture.
• Basic SQL knowledge.
• Understanding of HTTP/HTTPS and REST APIs.
• Basic Linux/Windows commands.
• Application and server log analysis.
• ITIL/Incident Management concepts.
• Knowledge of monitoring tools.
• Basic troubleshooting skills.
• ITSM tools Jira Service Management

5. Behavioral Skills

• Strong analytical and troubleshooting ability.
• Good verbal and written communication.
• Ability to work under pressure during production incidents.
• Good ownership and follow-up skills.
• Ability to work in a team and coordinate across multiple IT teams.