Production Support Engineer

Primary Skills:Tidal,Nightly Batches, ITIL,Incident management, Batch processing

Shift: 24/7 Rotational Shift

Location: Bengaluru/ Hyderabad

NOC and IT Operations Support

• Provide Tier 1 Eyes on Glass Monitoring and Event Management support from an offshore delivery center.
• Monitor and manage batch processing, job scheduling, job reruns, and file transfers (e.g., Tidal, MOVEit).
• Support proactive incident management, triage, escalation, and resolution using ServiceNow and Dynatrace.
• Maintain and update SOPs and knowledge base articles with support teams.

Major Incident and Problem Management

• Adhere to Major Incident Management (MIM) protocols.
• Facilitate root cause analysis and development of corrective actions for recurring issues.
• Collaborate with internal teams to reduce alert fatigue and optimize alert thresholds.
• Implement and track KPIs such as mean time to restore, incident resolution time, and SLA adherence.