Production Support, ITIL, Distributed Technologies

Key Responsibilities:
* Provide end-to-end L1/L2 production support for business-critical applications running on distributed technologies, ensuring high availability and performance.
* Monitor application health, jobs, and interfaces using standard monitoring tools; respond to alerts, incidents, and service requests within defined SLAs.
* Perform detailed incident triage, impact assessment, and initial root cause analysis; document findings and collaborate with development and infrastructure teams for permanent fixes.
* Manage the incident, problem, and change lifecycle in alignment with ITIL best practices, including ticket logging, prioritization, communication, and closure.
* Execute standard operating procedures, deployment checklists, and runbooks for routine maintenance, releases, and environment validations.
* Analyze recurring issues, identify trends, and propose preventive measures and process improvements to enhance system stability and user experience.
* Coordinate with cross-functional teams during major incidents and releases, providing timely updates to stakeholders and clear communication on progress and resolution.
* Maintain accurate and up-to-date technical documentation, knowledge base articles, and support guides to enable faster resolution and knowledge sharing.
* Support non-production environments as needed, including smoke testing, sanity checks, and validation after deployments or configuration changes.
* Participate in shift-based support, including on-call rotations, to ensure 24x7 coverage for critical applications as required.

* Knowledge of design principles and fundamentals of architecture
* Understanding of performance engineering
* Knowledge of quality processes and estimation techniques
* Basic understanding of project domain
* Ability to translate functional / nonfunctional requirements to systems requirements
* Ability to design and code complex programs
* Ability to write test cases and scenarios based on the specifications
* Good understanding of SDLC and agile methodologies
* Awareness of latest technologies and trends
* Logical thinking and problem solving skills along with an ability to collaborate

* Primary skills:Technology->Application Support - Middleware->Application Support - Middleware