Production Support Analyst

Radiant Digital; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Radiant Digital is seeking a capable Production Support professional to provide 24x7 incident management across a complex stack, including AKS-hosted microservices, Confluent Kafka, and observability tooling. You will diagnose issues, document root causes, and coordinate with Tier 2 when needed, while maintaining strong client communication.

The role requires hands-on experience with Splunk, Prometheus, Grafana, and SQL, plus Python scripting and Linux CLI.

Qualifications

• 3+ years of application production support with independent incident resolution.
• Knowledge of event streaming platforms, middleware, AKS-hosted microservices, and observability tooling.
• Experience with incident lifecycle management in iTrack or similar systems; root cause analysis documented.
• Proficient with Splunk, PagerDuty, Prometheus, and Grafana for troubleshooting.
• Hands-on Kubernetes/AKS with pod diagnostics and health investigations.
• Knowledge of Confluent Kafka and Azure Event Hub: lag analysis and topic checks.
• Solid SQL/PostgreSQL skills for data-level incident validation.
• Ability to read Java/Spring Boot/React logs for issue ID.
• Python scripting for quick checks and automation.
• Strong Linux/Unix CLI for real-time log analysis.
• Excellent written and verbal incident communication.
• Willingness to work in rotational 24x7 shifts.

Responsibilities

• Provide 24x7 support for incidents, alerts, and operational issues with proactive resolution.
• Triage and diagnose incidents using logs, dashboards, and platform knowledge; avoid unnecessary escalation.
• Engage Tier 2 only for architectural, infra, or scope changes beyond Tier 1 authority.
• Own client-submitted iTrack tickets end-to-end including resolution and closure.
• Respond to PagerDuty and alerts; investigate and remediate before escalation.
• Monitor production and non-production environments; identify anomalies and take action.
• Manage operational follow-through via support mailboxes.
• Provide C2W emergency support as first responder; resolve where possible.
• Share client profile data and usage reports on request.
• Maintain clear incident communication with clients even when Tier 2 is engaged.
• Track and report MTTR and ticket-resolution trends.
• Develop and maintain Tier 1 SOPs and runbooks based on real resolution patterns.

Skills

Production support

Incident triage

AKS / Kubernetes

Kafka / Confluent

PostgreSQL

Troubleshooting tools

Python scripting

Linux/Unix

Communication

Shift work

Tools

Splunk

PagerDuty

Prometheus

Grafana

AKS (Azure Kubernetes Service)

Confluent Kafka

Azure Event Hub

PostgreSQL

Job description

• 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)