Production and Support Engineer,Application Support Engineer

DMart; Coimbatore District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

DMart is seeking an experienced L2 Production Support Lead to mentor the L2 team, oversee day-to-day production support operations, and ensure timely incident resolution. The role requires strong SQL, Linux/Unix, and hands-on experience with monitoring tools.

You will drive RCA, coordinate with cross-functional teams, and lead continuous service improvements while ensuring ITIL-aligned processes. The ideal candidate will have leadership experience, excellent stakeholder management, and the

Qualifications

• 69 years of experience in Application/Production Support.
• Minimum 2 years of experience leading production support teams.
• Strong expertise in SQL and database troubleshooting.
• Good knowledge of Linux/Unix environments.
• Strong understanding of Java or Golang applications for production troubleshooting and issue analysis.
• Experience with REST APIs, Microservices, and distributed systems.
• Hands-on with monitoring and log analysis tools (Grafana, Kibana, Splunk, ELK, AppDynamics, Dynatrace, etc.).
• Experience with Jira, ServiceNow, or similar ticketing platforms.
• Strong understanding of Incident, Problem, Change, Release, and Major Incident Management.
• Excellent stakeholder management, communication, and leadership skills.
• Strong analytical and decision-making capabilities.

Responsibilities

• Lead and mentor the L2 Support team while managing day-to-day production support operations.
• Ensure timely resolution of production incidents and adherence to defined SLAs and KPIs.
• Drive Major Incident Management and coordinate cross-functional teams during critical production issues.
• Conduct Root Cause Analysis (RCA) and implement preventive measures to reduce recurring incidents.
• Monitor application health, system performance, and operational dashboards.
• Analyze incident trends and drive continuous service improvement initiatives.
• Coordinate production deployments, release support, and change management activities.
• Manage support schedules, on-call rotations, and resource planning.
• Collaborate with Development, QA, DevOps, Infrastructure, Database, and Business teams.
• Publish operational dashboards, MIS reports, and service metrics for leadership.
• Identify automation opportunities to improve support efficiency and reduce manual effort.
• Ensure adherence to Incident, Problem, Change, and Release Management processes.

Skills

Production support

Team leadership

SQL

Linux/Unix

Java

Golang

REST APIs

Microservices

Monitoring tools

Jira

ServiceNow

Incident management

Problem management

Change management

Release management

Major incident management

Leadership

Decision making

Grafana

Kibana

Splunk

ELK

AppDynamics

Dynatrace

Docker

Kubernetes

CI/CD

Tools

Grafana

Kibana

Splunk

ELK

AppDynamics

Dynatrace

Jira

ServiceNow

Docker

Kubernetes

CI/CD

Job description

Key Responsibilities

• Lead and mentor the L2 Support team while managing day-to-day production support operations.
• Ensure timely resolution of production incidents and adherence to defined SLAs and KPIs.
• Drive Major Incident Management and coordinate cross-functional teams during critical production issues.
• Conduct Root Cause Analysis (RCA) and implement preventive measures to reduce recurring incidents.
• Monitor application health, system performance, and operational dashboards.
• Analyze incident trends and drive continuous service improvement initiatives.
• Coordinate production deployments, release support, and change management activities.
• Manage support schedules, on-call rotations, and resource planning.
• Collaborate with Development, QA, DevOps, Infrastructure, Database, and Business teams.
• Publish operational dashboards, MIS reports, and service metrics for leadership.
• Identify automation opportunities to improve support efficiency and reduce manual effort.
• Ensure adherence to Incident, Problem, Change, and Release Management processes.

Required Skills

• 69 years of experience in Application/Production Support.
• Minimum 2 years of experience leading production support teams.
• Strong expertise in SQL and database troubleshooting.
• Good knowledge of Linux/Unix environments.
• Strong understanding of Java or Golang applications for production troubleshooting and issue analysis.
• Experience with REST APIs, Microservices, and distributed systems.
• Hands‑on experience with monitoring and log analysis tools (Grafana, Kibana, Splunk, ELK, AppDynamics, Dynatrace, etc.).
• Experience with Jira, ServiceNow, or similar ticketing platforms.
• Strong understanding of Incident, Problem, Change, Release, and Major Incident Management.
• Excellent stakeholder management, communication, and leadership skills.
• Strong analytical and decision‑making capabilities.

Good to Have

• Experience with Redis, Kafka, or messaging platforms.
• Exposure to Google Cloud Platform (GCP) or AWS.
• Experience with Docker, Kubernetes, and CI/CD pipelines.
• ITIL Foundation Certification.
• Experience supporting Retail, Supply Chain, Warehouse Management, or Enterprise Applications.