Product Support Representative II

Brightstar Lottery; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Brightstar Lottery is seeking a Product Support professional to ensure production system stability and timely incident handling. You will monitor, troubleshoot, and coordinate with internal teams to resolve issues, while maintaining detailed documentation and runbooks.

The role requires 3–5 years in similar production support positions, a Bachelor's degree, and the ability to work in a 24x7 shift environment. Familiarity with monitoring tools and cloud concepts is beneficial.

Qualifications

• Bachelor's degree in any discipline.
• 3–5 years experience in similar roles.
• Experience in production support/operations environment.

Responsibilities

• Monitor production systems to ensure availability and stability.
• Triage and troubleshoot incidents; escalate as needed.
• Manage and update incident tickets in Jira/Salesforce or similar systems.
• Document incident reports and runbooks; support customer incident reporting.

Skills

Unix/Linux basics

SQL queries

FTP/SFTP

Cloud concepts

Willingness to learn monitoring tools

Education

Bachelor's degree in any discipline

Tools

Nagios

ELK

Dynatrace

Grafana

Job description

Job Summary

The Product Support team plays a critical role in ensuring the stability and continuity of production systems.

The role is intended for professionals who provide operational support under supervision, follow defined procedures, and continuously build technical and functional expertise.

Responsibilities

• Monitoring and Operational Support: Support the monitoring of production systems to ensure system availability and stability. Use monitoring tools such as Nagios, ELK, Dynatrace, Grafana, or similar tools, following defined processes and runbooks. Identify and report system anomalies or performance issues to senior support teams.
• Incident Management: Handle incident tickets of low to medium complexity related to Production application issues and File transmission issues. Perform initial troubleshooting and elevate incidents when required. Participate in Sev1 and Sev2 bridge calls as a support resource, under guidance from senior team members. Work in compliance with defined Service Level Agreements (SLAs). Update and manage tickets using tools such as Jira, Salesforce, or other ticketing systems.
• Collaboration: Work closely with internal technology teams (Application, Infrastructure, Operations) following established procedures. Support coordination with external vendors when required.
• Documentation and Reporting: Update ticket notes and operational documentation accurately. Assist in collecting data for system performance and incident reports. Support the preparation of customer incident reports under supervision.

Required Technical Skills

• Basic knowledge of Unix/Linux operating systems.
• Basic understanding of SQL queries.
• Familiarity with file transfer mechanisms (FTP, SFTP or similar).
• Willingness to learn monitoring tools and production support processes.
• Understanding of cloud computing concepts, including basic cloud setup and infrastructure (VMs, storage, networking fundamentals).

Required Soft Skills

• Problem Solving: Basic analytical skills to identify and troubleshoot issues. Ability to follow troubleshooting steps and operational procedures. Ability to multitask in an operations support environment.
• Communication: Good verbal and written communication skills. Ability to clearly report technical issues to senior team members. Ability to interact professionally in a global support environment.
• Adaptability: Willingness to work in a 24x7 shift model. Willingness to work on holidays as part of 24x7, 365-day support. Openness to learning new technologies, tools, and processes.

Qualifications

• Bachelor's degree in any discipline
• 3-5 years experience in similar roles

Success Profile

• Leading Complexity
• Leading People
• Leading the Business
• Leading Self

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.