Application Production Support Specialist

Radiant Digital Solutions; Bengaluru; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Radiant Digital Solutions in Bengaluru seeks a technically strong Tier 1 Application Production Support Specialist to provide round-the-clock support for critical enterprise applications. You will independently identify root causes, apply fixes, and resolve most incidents without Tier 2 involvement, triaging using logs and dashboards to resolve issues.

The role requires hands-on experience with AKS-hosted microservices, Kafka, Azure Event Hub, and strong SQL skills.

Qualifications

• 4+ years in application production support with independent incident resolution.
• Strong knowledge of AKS, microservices, and observability tooling.
• Experience with iTrack or equivalent ticketing system.
• Proficient with Splunk, PagerDuty, Prometheus, Grafana for troubleshooting; not just monitoring.
• Hands-on with Kubernetes (AKS), pod diagnostics and health checks.
• Knowledge of Confluent Kafka and Azure Event Hub for data flow troubleshooting.
• Solid SQL/Postgres skills for data-level investigation and validation.
• Ability to read Java, Spring Boot, and React logs for issue triage.
• Basic Python scripting for checks and quick fixes.
• Good Linux/Unix CLI for real-time diagnostics.
• Strong communication skills and willingness for rotating 24x7 shifts.

Responsibilities

• Provide 24x7 production support for incidents and alerts with independent resolution.
• Triage and diagnose incidents using logs, dashboards, and platform knowledge; resolve without escalation.
• Engage Tier 2 only for architectural or infra-level issues.
• Own end-to-end ticket lifecycle including resolution and closure in iTrack.
• Respond to PagerDuty alerts; investigate, remediate, then escalate as needed.
• Monitor production/non-production environments; identify anomalies and take action.
• Manage support mailboxes and maintain incident communications with clients.
• Serve as first responder for C2W emergencies; resolve where possible.
• Share client profile data and usage reports when asked.
• Track operational metrics like MTTR and resolution trends.
• Develop Tier 1 SOPs and runbooks based on resolution patterns.

Skills

Incident resolution

AKS / Kubernetes

Troubleshooting tooling

Log analysis

Python scripting

Linux/Unix

24x7 shifts

SQL

Tools

Splunk

PagerDuty

Prometheus

Grafana

AKS

Confluent Kafka

Azure Event Hub

PostgreSQL

iTrack

Job description

Job Summary / About the Role

Client is seeking a technically strong and self-sufficient Tier 1 Application Production Support Specialist to provide 24x7 support for critical enterprise integration, messaging, and event-driven applications. This is not a pure monitoring or escalation role. The ideal candidate is expected to independently identify root causes, apply fixes, and resolve the majority of incidents without Tier 2 involvement. Tier 2 is engaged only for complex or architectural issues that go beyond Tier 1 resolution scope. The candidate must have solid working knowledge of the full technology stack and the ability to triage, diagnose, and remediate issues end-to-end.

Key Responsibilities

• Provide 24x7 support for incidents, alerts, and operational issues with a strong bias towards independent identification and resolution.
• Triage and diagnose incidents using logs, monitoring dashboards, and platform knowledge; resolve issues directly without defaulting to escalation.
• Engage Tier 2 only when incidents involve architectural complexity, infrastructure-level failures, or changes beyond Tier 1 resolution authority.
• Support client-submitted iTrack incident tickets and maintain end-to-end ticket ownership including resolution and closure.
• Respond to PagerDuty and automated alerts; validate, investigate, and remediate before escalating.
• Monitor production and non-production environment health; proactively identify anomalies and take corrective action.
• Monitor application support mailboxes and manage operational follow-through.
• Provide C2W emergency support as the first responder; independently handle and resolve wherever possible.
• Share client profile data and usage reports on request.
• Maintain clear incident communication to clients even when Tier 2 is engaged.
• Track and report operational metrics including MTTR and ticket resolution trends.
• Develop and maintain Tier 1 SOPs and operational runbooks based on real resolution patterns.

Required Qualifications / Must-Have Skills

• 4+ years of experience in application production support with a strong track record of independently diagnosing and resolving incidents.
• Solid working knowledge of the full technology stack in scope including event streaming platforms, integration middleware, AKS-hosted microservices, and observability tooling.
• Hands-on experience with incident lifecycle management in ticketing systems (iTrack or equivalent), including root cause identification and resolution documentation.
• Proficient with Splunk, PagerDuty, Prometheus, and Grafana for active troubleshooting and issue resolution, not just monitoring.
• Hands-on operational experience with Kubernetes, especially Azure Kubernetes Service (AKS), including pod-level diagnostics, restarts, and health investigation.
• Practical working knowledge of Confluent Kafka and Azure Event Hub: consumer lag analysis, topic health checks, and message flow troubleshooting.
• Solid SQL/Postgres skills for data-level investigation and validation during incidents.
• Working ability to read and interpret Java, Spring Boot, and React application logs for issue identification.
• Basic Python scripting capability for operational checks and quick-fix automation.
• Good Linux/Unix command-line skills for real-time log analysis and system diagnostics.
• Strong written and verbal communication skills for incident updates, resolution documentation, and client coordination.
• Willingness to work in rotational 24x7 shifts.

Good-to-Have / Nice-to-Have

• Awareness of hybrid streaming ecosystems including Confluent Cloud, AWS-MSK, and Apache Flink.
• Exposure to IBM Sterling Integrator integration flows for context during incident triage.
• Telecom or high-availability enterprise support experience.
• Experience with CI/CD-driven deployment pipelines in a support context.