Production Support Engineer

R360 Group; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

R360 Group in Bengaluru is seeking a Production Support engineer to manage and resolve production issues and maintain application health. The role requires working from the office and coordinating with development teams to drive issue resolution and RCA.

The candidate should have 1 year of experience in production/support, strong SQL skills with Oracle/MySQL, and the ability to create dashboards and reports for critical KPIs. The position emphasizes on-site work and prompt incident response.

Qualifications

• 1 year of experience in production/application support (preferably 24x7).
• Basic incident management experience and ability to triage during critical incidents.
• Hands-on experience writing SQL queries for Oracle and MySQL databases.
• Experience creating dashboards and monitoring reports for critical parameters and analytics.
• Willingness to work from the office and occasional on-call weekends.

Responsibilities

• Handle support issues and resolve them within defined timelines.
• Triage tickets on problem management tools and coordinate with development teams.
• Perform RCA for reported issues.
• Monitor application health and KPIs via dashboards and analytics.
• Create and maintain knowledge base and service catalog.
• Prepare daily/weekly status reports for stakeholders.
• Assist with new releases and product features awareness.

Skills

Python scripting

Incident management

Customer support

Communication skills

Tools

Oracle

MySQL

Job description

About Us

R360 powers a data-driven customer engagement ecosystem that enables the world's leading organization to earn customer loyalty every day. For over 10 years, R360s loyalty and reward platforms have driven ambitious loyalty programs for some of the world's biggest brands including Axis Bank, Standard Chartered Bank, HDFC Bank, and Emirates National Dubai Bank. We have 500+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big-data analytics. Our multidisciplinary team of technology experts, product engineers, data scientists, client relationship managers, and, customer experience professionals work together with our clients to enable loyalty by enhancing customer acquisition, engagement, and retention.

About Us

R360 powers a data-driven customer engagement ecosystem that enables the world's leading organization to earn customer loyalty every day. For over 10 years, R360s loyalty and reward platforms have driven ambitious loyalty programs for some of the world's biggest brands including Axis Bank, Standard Chartered Bank, HDFC Bank, and Emirates National Dubai Bank. We have 500+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big-data analytics. Our multidisciplinary team of technology experts, product engineers, data scientists, client relationship managers, and, customer experience professionals work together with our clients to enable loyalty by enhancing customer acquisition, engagement, and retention.

Currently, we are looking for a "Production Support engineer".

This role needs the candidate to work from the office.

What You'll Do

• Handle support-related issues to manage the support issue resolution within defined timelines
• Accept tickets on problem management tools and work towards resolving them while coordinating with the development team
• Perform Root Cause Analysis (RCA) of reported issues
• Monitor application health and critical business parameters through dashboards and analytics
• Create and maintain dashboards for monitoring application performance, incidents, and operational KPIs
• Analyze application logs and troubleshoot production issues to identify root causes and resolution steps
• Create and maintain a knowledge base of known support issues and resolutions
• Create and maintain an application support service catalog in coordination with other internal application teams
• Create daily and weekly status reports and publish them to stakeholders
• Handle critical customer escalations effectively
• Work with the development team to understand new releases and product features
• Work from the office as part of the role requirements
• Good to have experience in Python scripting for automation, log analysis, monitoring, and operational support tasks

What We'll Need

• Must have 1 years of experience in production/application support, preferably in a 24x7 support environment
• Must have basic incident management experience and be able to triage issues during critical incidents
• Good hands-on experience in writing SQL queries using Oracle and MySQL databases
• Experience in analyzing application/server logs for troubleshooting production issues
• Experience in creating dashboards and monitoring reports for critical parameters and analytics
• Basic understanding of RDBMS concepts and database troubleshooting
• Excellent verbal and written communication skills
• Ready to provide on-call support and occasionally work over weekends to meet deadlines
• Comfortable working from the office on all working days