Production Support Engineer

Trianz; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

Trianz is seeking a Production Support Engineer to ensure stability, performance, and reliability of our production environments across multi-cloud platforms. You will implement DevOps practices, manage incidents, and optimize infrastructure to support rapid transformation initiatives.

The role requires 5–8 years in production support or DevOps, strong communication, and hands-on experience with AWS/GCP/Azure, Docker, and Kubernetes. On-call rotations and shift flexibility are expected.

Qualifications

• Bachelor's degree in CS/IT or related field.
• 5–8 years in production support or DevOps roles.
• Hands-on experience with cloud platforms and containerization.

Responsibilities

• Monitor production platforms, applications, infrastructure, and services using enterprise monitoring tools.
• Identify, investigate, and respond to system alerts, incidents, and operational issues in a timely manner.
• Create, manage, and track incidents and service requests through the ticketing system.
• Perform initial troubleshooting and resolution of incidents based on documented procedures and runbooks.
• Escalate complex or high-severity incidents to senior engineers or relevant support teams.
• Coordinate with multiple technical teams during major incidents to drive resolution and restoration of services.
• Maintain accurate incident records, troubleshooting notes, and resolution details.
• Follow incident management, change management, and operational support processes.
• Ensure adherence to defined SLAs and operational KPIs.
• Participate in shift handovers and provide clear operational updates; perform routine health checks.
• Contribute to knowledge base articles, runbooks, and process improvements.
• Support root cause analysis (RCA) activities and help identify recurring issues.
• Participate in on-call support and rotational night shifts as required.

Skills

AWS

GCP

Azure

Docker

Kubernetes

NOC Operations

Incident Management

Problem Management

Change Management

Linux

Windows

Log Analysis

Monitoring Dashboards

ServiceNow

Jira

Remedy

Communication Skills

Education

Bachelor's degree in Computer Science / Information Technology

Tools

Docker

Kubernetes

Job description

Trianz is an applied AI solutions company that accelerates customer business transformation through AI-powered "Transformation Services as a Software Model." With 25+ years of transforming enterprises, we've evolved into a product-led, platform-driven organization serving global enterprises across Financial Services, Insurance, Healthcare, Hi-Tech, Manufacturing, and other industries.

With a global presence across 4 continents, our platform portfolio under the unified Concierto brand delivers end-to-end transformations including solutions for Migrate, Manage, Maximize, Modernize, Insights & Agentic AI, and SecOps, delivered through strategic partnerships with leading hyperscalers.

We're building the premier innovation-led organization in the digital transformation space through AI-first methodologies and data-driven excellence, RevolutionAIzing Transformations.

Role Overview

The Production Support Engineer plays a crucial role in ensuring the stability, performance, and reliability of our production environments. This position requires a blend of technical expertise in cloud technologies, DevOps practices, and problem-solving skills. As a key member of our team, you will be responsible for managing and optimizing our infrastructure across multiple cloud platforms, implementing DevOps best practices, and resolving critical production issues. Your work will directly impact the efficiency of our development processes and the quality of service we provide to our customers. This role offers an exciting opportunity to work with cutting-edge technologies and contribute to the continuous improvement of our production systems. The successful candidate will be at the forefront of our efforts to maintain a robust, scalable, and secure infrastructure that supports our company's growth and innovation.

Key Responsibilities

• Monitor production platforms, applications, infrastructure, and services using enterprise monitoring tools.
• Identify, investigate, and respond to system alerts, incidents, and operational issues in a timely manner.
• Create, manage, and track incidents and service requests through the ticketing system.
• Perform initial troubleshooting and resolution of incidents based on documented procedures and runbooks.
• Escalate complex or high-severity incidents to senior engineers, technical leads, or relevant support teams when necessary.
• Coordinate with multiple technical teams during major incidents to drive resolution and restoration of services.
• Maintain accurate incident records, troubleshooting notes, and resolution details.
• Follow incident management, change management, and operational support processes.
• Ensure adherence to defined SLAs and operational KPIs.
• Participate in shift handovers and provide clear operational updates.Perform routine operational checks, health monitoring, and service validations.
• Contribute to knowledge base articles, runbooks, and process improvements.
• Support root cause analysis (RCA) activities and help identify recurring issues.
• Participate in on-call support and rotational night shifts as required.

Ideal Candidate Profile

The ideal candidate should have a strong background in DevOps practices and cloud technologies. They should possess a Bachelor's degree in Computer Science, Information Technology, or a related field. Professional experience of 5 to 8 years in production support or DevOps roles is required, with hands-on experience in cloud platforms and containerization technologies.

Core Competencies Required

• Proficiency in cloud platforms: AWS, GCP, Azure
• 4-5 years of experience in Monitoring, NOC Operations, Production Support, Incident Management, or Platform Operations.
• Experience with containerization and orchestration: Docker, Kubernetes
• Experience with ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms.
• Good understanding of Incident, Problem, and Change Management processes.
• Strong troubleshooting skills across applications, infrastructure, networking, and cloud environments.
• Basic understanding of Linux/Windows administration.
• Familiarity with log analysis and monitoring dashboards.
• Excellent verbal and written communication skills.
• Ability to work independently in a fast-paced operational environment.
• Strong problem-solving and analytical skills
• Excellent communication and teamwork abilities