Production Support Engineer

Moofwd; Pune District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Moofwd is seeking a proactive Production Support Engineer to manage incident response, RCA, monitoring, and production troubleshooting for business-critical applications. You will use Splunk, Dynatrace, and AWS to monitor health, analyze logs, and drive rapid resolutions.

The role requires strong SQL skills, ITSM process knowledge, and excellent communication in a fast-paced environment. On-call rotation and cross-functional collaboration are expected.

Qualifications

• Hands-on experience with monitoring and observability tools including Splunk and Dynatrace.
• Strong SQL skills for data analysis and troubleshooting.
• Experience with Amazon Web Services (AWS) and ITSM processes.
• Experience with ticketing tools such as ServiceNow or Jira.

Responsibilities

• Provide production support for business-critical applications and services.
• Monitor application health, system performance, and alerts using monitoring tools.
• Perform incident management, problem management, and root cause analysis (RCA).
• Troubleshoot production issues and coordinate with development, infrastructure, and business teams for resolution.
• Work on ticketing and service management activities following ITSM processes.
• Analyze logs, system metrics, and application behavior using monitoring tools such as Splunk and Dynatrace.
• Perform SQL queries for data validation, issue investigation, and troubleshooting.
• Support deployments, release activities, and post-release validations.
• Ensure adherence to SLA and support timelines.
• Participate in on-call support and production maintenance activities.
• Prepare incident reports, RCA documents, and support documentation.
• Collaborate with cross-functional teams to improve system stability, performance, and operational efficiency.
• Identify recurring issues and recommend automation or permanent fixes.
• Support cloud-based applications and services hosted on AWS.

Skills

Incident management

SQL

Analytical thinking

On-call coordination

Tools

Splunk

Dynatrace

AWS

ServiceNow

Jira

Job description

Own production support for business-critical applications — incident management, root-cause analysis, and observability with Splunk, Dynatrace and AWS.

We are looking for a proactive and technically strong Production Support Engineer with experience in handling application support, incident management, monitoring, and troubleshooting in production environments. The ideal candidate should have hands-on experience with monitoring tools like Splunk and Dynatrace, strong SQL skills, exposure to AWS cloud services, and a good understanding of ITSM processes.

The role requires excellent analytical, communication, and problem-solving skills along with the ability to work in a fast-paced support environment.

Key Responsibilities

• Provide production support for business-critical applications and services.
• Monitor application health, system performance, and alerts using monitoring tools.
• Perform incident management, problem management, and root cause analysis (RCA).
• Troubleshoot production issues and coordinate with development, infrastructure, and business teams for resolution.
• Work on ticketing and service management activities following ITSM processes.
• Analyze logs, system metrics, and application behavior using monitoring tools such as Splunk and Dynatrace.
• Perform SQL queries for data validation, issue investigation, and troubleshooting.
• Support deployments, release activities, and post-release validations.
• Ensure adherence to SLA and support timelines.
• Participate in on-call support and production maintenance activities.
• Prepare incident reports, RCA documents, and support documentation.
• Collaborate with cross-functional teams to improve system stability, performance, and operational efficiency.
• Identify recurring issues and recommend automation or permanent fixes.
• Support cloud-based applications and services hosted on AWS.

Required Skills & Qualifications

• Strong experience in Production Support roles.
• Hands-on experience with monitoring and observability tools including Splunk and Dynatrace.
• Good understanding of ITSM processes.
• Strong proficiency in SQL for data analysis and troubleshooting.
• Experience supporting applications hosted on Amazon Web Services.
• Experience analyzing logs, alerts, and application performance metrics.
• Knowledge of Linux/Unix commands and basic scripting.
• Experience with ticketing tools such as ServiceNow or Jira.
• Good understanding of SDLC and production support best practices.
• Strong analytical, troubleshooting, and debugging skills.
• Excellent verbal and written communication skills.

Good to Have

• Exposure to DevOps and CI/CD pipelines.
• Exposure to Kubernetes or containerized environments.
• Experience working in Agile environments.
• Understanding of cloud monitoring and observability concepts.

Preferred Candidate Profile

• Ability to work under pressure and manage multiple priorities.
• Quick learner with strong problem-solving capabilities.
• Excellent stakeholder management and coordination skills.
• Flexible to work in rotational shifts or on-call support model if required.