Production Support Engineer

• Manage and drive production incidents to resolution using established incident management processes.
• Monitor and support applications deployed on AWS Cloud.
• Troubleshoot and resolve application and infrastructure issues across AWS environments.
• Lead technical incident triage calls and coordinate with cross-functional teams.
• Provide timely updates on incident status, business impact, and resolution progress.
• Analyze monitoring dashboards and identify performance trends or anomalies.
• Perform root cause analysis (RCA) and support post-incident reviews.
• Create and enhance operational processes, documentation, and reporting.
• Participate in on-call rotations, including weekends and night shifts.

• 3+ years of experience in Production Support, Incident Management, Site Reliability Engineering (SRE), or Cloud Operations.
• Hands-on experience with AWS services, including:
• EC2, ELB, RDS, DynamoDB, Aurora
• Route53, ECS, Lambda, S3
• CloudWatch, CloudTrail, WAF, Redshift
• Strong experience with monitoring and observability tools such as:
• Splunk
• Dynatrace
• SolarWinds
• ExtraHop
• Catchpoint
• MoogSoft
• Netcool
• Experience troubleshooting applications in AWS environments.
• Knowledge of Linux/Unix servers, networking, DNS, LDAP, SSL, SMTP, FTP, databases, load balancers, and virtualization.
• Ability to analyze application transactions and identify root causes across infrastructure layers.
• Strong communication and stakeholder management skills., * AWS Solution Architect Associate Certification (or higher).
• Experience with application performance monitoring (APM) and observability platforms.
• Exposure to enterprise environments supporting mission-critical applications.
• Experience preparing RCA/COE documentation and incident reporting for leadership.

Education

• Bachelor’s Degree or equivalent experience.

Work Schedule

• Must be willing to work in a 24x7 support environment, including on-call, weekend, and night shifts as required.