Production Support Engineer

MediBuddy; Indore District; On-site; INR 600,000 - 900,000; Full time

Job summary

MediBuddy is seeking a Production Support Engineer to maintain business-critical applications in a 24x7 operational environment. You will manage incidents, perform RCA, and collaborate with development and infrastructure teams to ensure system stability.

Responsibilities include monitoring applications, supporting releases, and driving automation to reduce manual effort. You will work in a fast-paced setting requiring strong problem-solving and excellent communication across cross-functional

Qualifications

• Experience in production/application support in a 24x7 environment.
• Strong SQL skills including queries and performance troubleshooting.
• Experience with ticketing tools (Freshdesk, JIRA) and monitoring tools (New Relic, Kibana).
• Understanding of APIs, batch jobs, and schedulers.
• Familiarity with incident, problem, and change workflows.
• Excellent communication and cross-functional collaboration skills.

Responsibilities

• Handle L2/L3 production incidents within defined SLAs and drive closure with cross-functional teams.
• Perform root cause analysis (RCA) and implement permanent fixes.
• Monitor application health and support production releases and hotfix deployments.
• Identify opportunities to automate repetitive support tasks and improve workflows.
• Ensure smooth knowledge transfer and handovers across shifts.

Skills

Production support

Incident management

Problem solving

Communication

Tools

Freshdesk

JIRA

New Relic

Kibana

Job description

We are seeking a Production Support Engineer to assist in maintaining business-critical applications in a 24x7 operational environment. This role requires proactive monitoring, incident management, root cause analysis, and collaboration with development and infrastructure teams to ensure system stability and high availability.

The core responsibilities for the job include the following:

Incident Management:

• Handle L2/L3 production incidents within defined Service Level Agreements (SLAs).
• Drive incidents to closure by coordinating with Development, Infrastructure, Database, and Operations teams.
• Participate in major incident calls and provide timely updates to stakeholders.

Root Cause Analysis:

• Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.

Monitoring and Support:

• Monitor application health using appropriate monitoring tools.
• Support production releases and hotfix deployments.

Automation and Efficiency:

• Identify opportunities to automate repetitive support tasks.
• Create or enhance workflows (e. g., ticket routing, alerts, self-healing) to improve operational efficiency and reduce manual effort.

Knowledge Transfer:

• Ensure smooth knowledge transfer and handovers across shifts.

Requirements:

• Strong experience in production/application support.
• Good knowledge of SQL (queries, performance troubleshooting), log analysis, and debugging.
• Experience with: Experience handling SLA, ticketing tools (Freshdesk, JIRA, etc. ), and monitoring tools (New Relic, Kibana, etc. ).
• Understanding of APIs, batch jobs, and schedulers.
• Familiarity with incident, problem, and change workflows.
• Proven experience in production support or a similar role.
• Strong problem-solving skills and the ability to work under pressure.
• Excellent communication skills for effective collaboration with cross-functional teams.
• Familiarity with monitoring tools and incident management practices.
• Experience with automation tools and techniques is a plus.
• Must be willing to work in a 24x7 shift environment to ensure continuous support.