Production Support Engineer

TekFriday Processing Solutions Pvt Ltd; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

TekFriday Processing Solutions Pvt Ltd is seeking a Production Support Engineer to maintain production applications and database operations. The role emphasizes hands-on SQL Server work, incident management, and banking-file processing awareness.

The incumbent will monitor, investigate, and resolve production issues, ensure timely ticket closures, and coordinate with cross-functional teams. Night shifts from 6:00 PM to 6:00 AM are required, with documentation and handovers essential to smooth

Qualifications

• Experience with production support and incident management.
• Ability to diagnose root causes and implement fixes.
• Strong documentation of issues, steps, and resolutions.
• Experience with customer-facing incident communications and handoffs.

Responsibilities

• Provide production support and manage incidents across shifts.
• Take ownership of assigned tickets and resolve within SLAs.
• Investigate issues, identify root causes, coordinate resolutions.
• Maintain shift handovers and update documentation for ongoing incidents.
• Identify recurring issues and suggest permanent fixes.

Skills

SQL Server

Incident Management

Root Cause Analysis

Documentation

Customer Support

Tools

SSMS (SQL Server Management Studio)

Change Control

Job description

Job Description:

We are looking for a technically strong and highly dependable Production Support Engineer to support our business-critical production applications and database operations.

The role requires strong hands-on experience with Microsoft SQL Server, along with excellent critical thinking and problem-solving capabilities. You will be responsible for monitoring and resolving production support tickets, investigating database and application issues, performing scheduled operational activities, and ensuring that critical banking files such as NACHA/ACH and other bank-related files are processed, validated, and uploaded accurately and on time.

This is a production-critical role and requires candidates who are comfortable working in rotational night shifts between 6:00 PM and 6:00 AM.

What We Expect You To Do

• Production Support & Incident Management
• Monitor and manage production support tickets and incidents during assigned shifts.
• Take end-to-end ownership of assigned tickets and ensure issues are resolved within defined SLAs.
• Investigate production issues, identify root causes, and implement or coordinate appropriate resolutions.
• Prioritize incidents based on business impact, urgency, and severity.
• Escalate critical or unresolved issues to the appropriate technical teams while maintaining ownership until closure.
• Maintain clear documentation of issues, troubleshooting steps, resolutions, and handovers.
• Ensure proper shift handover for any pending or ongoing incidents.
• Identify recurring production issues and recommend permanent fixes or process improvements.

SQL Server & Database Support

• Work extensively with Microsoft SQL Server to investigate and resolve production issues.
• Write, troubleshoot, and optimize SQL queries.
• Work with stored procedures, views, functions, joins, indexes, and database objects.
• Analyze production data to identify discrepancies, failures, or processing issues.
• Perform data validation and reconciliation as part of incident resolution.
• Troubleshoot database-related errors and application-to-database issues.
• Execute approved database scripts and data corrections following established change-control procedures.
• Assist in monitoring database jobs, scheduled processes, and failures.

NACHA / ACH & Banking File Operations

• Support the processing of NACHA, ACH, and other bank-related files as part of scheduled production operations.
• Validate files for required structure, formatting, completeness, and accuracy before processing or upload.
• Ensure files are generated and uploaded to the appropriate banking or designated systems within defined timelines.
• Monitor file-processing status and investigate rejected, failed, missing, or incorrectly formatted files.
• Perform appropriate reconciliation and validation after processing.
• Maintain accurate records of file uploads and processing activities.
• Escalate exceptions immediately where they may impact scheduled banking or payment operations.

Application Support

• Investigate application errors by analyzing database records, logs, and available system information.
• Work closely with development, database, infrastructure, and other technical teams to resolve production incidents.
• Support basic troubleshooting of applications developed using .NET / ASP.NET MVC.
• Assist development teams by providing relevant production findings, database analysis, and incident details.