Production Support Engineer

Role/ Job Title: Production Support Engineer-Data Platform

Business: New Age

Function/ Department: Data and Analytics

Place of Work: Mumbai / Bengaluru

Job Purpose :
'As Production Support Engineer, primary responsibility will be to ensure the stability and smooth operation of production systems and applications. Candidate will work closely with development teams, infrastructure teams, and end-users to troubleshoot and resolve issues, provide technical support, and implement enhancements to optimize system performance.

Roles & Responsibilities:
1. System Monitoring and Troubleshooting

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Monitor production systems and applications to identify issues, errors, or performance bottlenecks.
Investigate and diagnose incidents, analyze log files, and perform root cause analysis.
Collaborate with cross-functional teams to resolve issues and restore system functionality.
2. Incident Management

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Respond to production incidents promptly, following established incident management processes.
Prioritize and escalate incidents based on their severity and impact.
Communicate effectively with stakeholders, providing regular updates on incident status and resolution progress.
3. Technical Support

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Provide timely and efficient technical support to end-users, addressing their queries and issues related to production systems.
Assist in troubleshooting user-reported problems and guide users on utilizing system features effectively.
4. Problem Management and Preventive Maintenance

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Identify recurring issues and proactively address them through problem management techniques.
Collaborate with development teams to implement permanent fixes and preventive measures.
Perform routine system maintenance tasks, including patching, upgrades, and system configuration changes.
5. Change Management

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Participate in change management processes to ensure smooth deployments and minimize disruptions to production environments.
Review and assess proposed changes for potential impacts on system stability and performance.
Coordinate with stakeholders to schedule and execute planned changes.
6. Documentation and Knowledge Sharing:
Maintain accurate and up-to-date documentation of system configurations, troubleshooting procedures, and known issues.
Contribute to knowledge sharing initiatives, including creating knowledge base articles and conducting training sessions.
Secondary Responsibilities :
Coordinate with vendors and external service providers for issue resolution and system maintenance.

Key Success Metrics:
Ensure timely and error free deliverables.