Telecom Assisted sales Production Support Engineer / Application Support Specialist

We are looking for an experienced Telecom Assisted sales Production Support Engineer / Application Support Specialist responsible for ensuring the stability, availability, and performance of Telecom Assisted sales applications and related enterprise systems. The role requires strong production support experience, hands-on troubleshooting skills, incident management ownership, application monitoring, API and database validation, and coordination with development, infrastructure, DevOps, QA, and business teams to resolve production issues within defined SLA timelines., * Own day-to-day production support for AURA and Total Access applications, services, interfaces, batch jobs, APIs, and business workflows. \n

• Monitor application availability, performance, alerts, logs, dashboards, integrations, and scheduled jobs to ensure smooth business operations. \n

• Handle L2/L3 incidents, perform technical analysis, troubleshoot failures, and restore services within agreed SLA timelines. \n

• Perform root cause analysis, impact assessment, defect analysis, and permanent fix coordination for production issues. \n

• Analyze application logs, API failures, database errors, timeout issues, job failures, integration breakdowns, and performance bottlenecks. \n

• Coordinate with development, QA, DevOps, infrastructure, database, network, security, and business teams for issue resolution and service restoration. \n

• Support release activities including deployment validation, smoke testing, production verification, rollback coordination, and post-deployment hypercare. \n

• Manage incidents, service requests, problem tickets, change requests, and production defects using ITSM tools such as ServiceNow or Jira. \n

• Prepare incident updates, RCA reports, status reports, known error documentation, SOPs, runbooks, and knowledge articles. \n

• Track recurring issues, identify automation opportunities, recommend process improvements, and support continuous service improvement initiatives. \n

• Ensure compliance with ITIL processes, change governance, audit requirements, access controls, production readiness, and operational standards. \n

• Participate in daily operations calls, bridge calls, release meetings, change review discussions, and stakeholder status updates. \n

Experience Required: 7+ years of experience in application production support, enterprise application support, or L2/L3 support with hands-on experience in Telecom Assisted sales platform support, incident management, monitoring, troubleshooting, and release support., * Strong experience in Telecom Assisted sales Production Support, Application Support, L2/L3 Support, and enterprise application operations. \n

• Hands-on knowledge of incident management, problem management, change management, RCA, defect triage, SLA tracking, and production issue resolution. \n

• Good understanding of REST APIs, SOAP Web Services, API integration, JSON, XML, and service-to-service communication. \n

• Working knowledge of Java, Spring Boot, microservices architecture, application servers, and backend service troubleshooting. \n

• Strong Kubernetes (EKS) skill to troubleshoot the issue. \n

• Strong database validation skills using SQL with Oracle, Cassandra, PostgreSQL, MySQL, or SQL Server. \n

• Experience with log analysis, monitoring, and alerting tools such as Splunk, ELK, Kibana, Grafana, AppDynamics, Dynatrace, New Relic, OpenSearch, Prometheus, or CloudWatch. \n

• Good Understanding on DNS, GSLB, CDN, WAF, NLB & ALB, Identity Gateway, Api Gateway, Nginx Proxy, and related components \n

• Knowledge of Unix/Linux commands, shell scripting, batch job monitoring, file processing, and server-level troubleshooting. \n

• Familiarity with messaging and integration technologies such as Kafka (MSK), JMS, RabbitMQ, or Apache Camel. \n

• Experience with deployment support, release validation, rollback coordination, post-release monitoring, and hypercare support. \n

• Hands-on exposure to ITSM and collaboration tools such as ServiceNow, Jira, Confluence, Remedy, or similar platforms. \n

• Basic understanding of CI/CD tools and DevOps ecosystem including Jenkins, Git, Maven, Docker, or OpenShift. \n

• Knowledge of ITIL processes, operational governance, production readiness, audit compliance, and runbook management. \n

• Good Understanding of AWS Cloud. \n