Production/Application Support Analyst

Toptal; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Toptal in Bengaluru, India, seeks a Mid-Level Production/Application Support Analyst to keep a business-critical IT platform stable, available, and compliant. You’ll triage and resolve production incidents, monitor system health, and drive root cause analysis while coordinating changes, releases, and documentation.

You’ll work at the intersection of infrastructure, development, and vendor teams, ensuring smooth incident and release processes under pressure.

Qualifications

• 3+ years in production or application support for business-critical systems.
• Hands-on experience with ITSM tools such as ServiceNow.
• Strong knowledge of ITIL incident, problem, and change management.
• Troubleshooting across applications, integrations, and infrastructure.
• Working knowledge of SQL for data investigation.
• Working knowledge of Linux/Unix environments and scripting.
• Experience with monitoring/logging tools such as Splunk/ELK/Dynatrace.
• Strong communication for cross-team coordination during incidents/releases.

Responsibilities

• Triage, investigate, and resolve production incidents using ServiceNow.
• Monitor application health and respond to alerts to prevent incidents.
• Conduct root cause analysis and drive permanent fixes.
• Support controlled changes, releases, and patches with minimal disruption.
• Process access requests and maintain operational documentation.
• Coordinate across infrastructure, development, and vendor teams.
• Communicate clearly with stakeholders during incident and change processes.
• Contribute to continuous improvement of monitoring and incident response.

Skills

Production support

ITIL incident management

ServiceNow

SQL

Linux/Unix

Monitoring tools

Cross-team communication

Troubleshooting

Tools

ServiceNow

Splunk

ELK

Dynatrace

Job description

We're looking for a Mid-Level Production/Application Support Analyst to help keep a business-critical IT platform stable, available, and compliant. You'll be the front line when things go wrong — triaging and resolving production incidents, monitoring system health, and driving root cause analysis on recurring issues — while also supporting controlled changes, releases, and operational documentation. This role sits at the intersection of infrastructure, development, and vendor teams, so you'll need to be as comfortable coordinating across teams as you are troubleshooting under pressure.

What You'll Do

• Triage, investigate, and resolve production incidents using ServiceNow or a comparable ITSM tool, keeping stakeholders informed throughout the incident lifecycle
• Monitor application health, respond to alerts, and identify stability or performance risks before they escape into larger incidents
• Conduct root cause analysis on recurring issues and help drive permanent fixes rather than repeated workarounds
• Support controlled changes, releases, and patches with a strong eye toward minimizing disruption
• Process access requests and maintain accurate operational documentation
• Collaborate across infrastructure, development, and vendor teams to resolve issues and prevent recurrence
• Communicate clearly with technical and business stakeholders throughout incident and change processes
• Contribute to continuous improvement of monitoring, alerting, and incident response practices

What You Bring

• 3+ years of experience in production support or application support for business-critical systems
• Hands-on experience with ITSM tools such as ServiceNow
• Strong knowledge of ITIL incident, problem, and change management practices
• Strong troubleshooting skills across applications, integrations, and infrastructure
• Working knowledge of SQL for data investigation and troubleshooting
• Working knowledge of Linux/Unix environments and scripting
• Experience with monitoring and logging tools such as Splunk, ELK, or Dynatrace
• Strong communication skills for cross-team coordination during incidents and releases