Production Support Engineer

Role & responsibilities

Monitoring & Incident Management

• Monitor Data-Center infrastructure, applications, servers, and services using enterprise monitoring tools.
• Respond to production incidents, alerts, and Application failures within defined SLAs.
• Perform initial triage, root cause identification, and provide timely resolutions or escalations.
• Maintain incident logs, documentation.

Operations & Maintenance

• Perform daily health checks on servers, services, batch jobs, and scheduled tasks.
• Support maintenance activities including patching, upgrades, Applciation Support patched , and database support patches.
• Application multiple webserver ( IIS,NGINX..)
• Execute SOPs and run books for routine and critical operations.
• Ensure adherence to Data Center security, compliance, and operational guidelines.

Troubleshooting & Technical Support

• Identify issues across network, system, application, and database layers.
• Collaborate with network, system admin, database, and application teams for issue resolution.
• Analyze logs, alerts, and error patterns to proactively prevent incidents.

Change & Release Management

• Support deployment activities and validate post-deployment stability.
• Coordinate with change management teams to ensure smooth release cycles.
• Participate in disaster recovery (DR) drills and business continuity exercises.

Documentation & Reporting

• Maintain runbooks, knowledge base articles, incident reports, and SOP documentation.
• Provide periodic performance, health, and incident trend reports to management.