Production Support Analyst

Radiant Digital Solutions; Hyderabad, Bengaluru; On-site; INR 650,000 - 950,000; Full time

Job summary

Radiant Digital Solutions is seeking an Associate to Mid-Level Application Production Support Engineer to join our 24x7 operations. You will diagnose incidents, monitor logs, and resolve issues with minimal escalation, driving reliability and fast RCA.

You will work with AKS-hosted microservices, Confluent Kafka, Azure Event Hub, and a Java/Spring/React stack, using Splunk, PagerDuty, Prometheus, and Grafana.

Qualifications

• 3+ 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 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.

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.

Skills

Incident diagnosis & resolution

Kubernetes / AKS

Splunk / monitoring tools

Prometheus / Grafana

Confluent Kafka / Azure Event Hub

SQL / Postgres

Java Spring React logs

Python scripting

Linux/Unix

Communication skills

24x7 shift support

Tools

iTrack ticketing system

Job description

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

• 3+ 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.

Experience Level

Associate to Mid-Level (typically 3 to 5 years)