Production Support Engineer

Persistent; Pune District; Hybrid; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work

Higher education sponsorship

Annual health check-ups

Insurance coverage: life, accident, &/

Mediclaim hospitalization for self, +1

Flexible work hours

Long Service awards

Team/project events

Job summary

Persistent is seeking a Production Support Engineer to ensure stability and performance of mission-critical applications. You will monitor, troubleshoot, and automate tasks, collaborating with development and infra teams to drive operational excellence.

The role involves on-call rotations, incident management, RCA, and improving observability across Java/Spring Boot services. Prior ITIL-based experience is valued, with a strong focus on customer satisfaction and reliability.

Qualifications

• 5–10 years of hands-on production support experience
• Strong incident, problem and change management with ITIL discipline
• Experience with monitoring/observability tools (Splunk, Dynatrace, Grafana, etc.)
• Troubleshooting across Java/Spring Boot, REST APIs, microservices and databases
• SQL proficiency with PostgreSQL/Oracle or similar databases
• CI/CD, deployment validation and DevOps practices
• Scripting/automation with Python or Shell
• Cloud exposure (Azure/AWS/GCP)
• Familiar with AI-assisted operations tools
• Excellent communication and stakeholder management skills

Responsibilities

• Monitor production applications to ensure high availability and performance
• Investigate, troubleshoot, and resolve issues within defined SLA timelines
• Manage incidents, service requests, and escalations using ITIL processes
• Perform root cause analysis and implement preventive actions
• Develop automation for monitoring, alerts, and health checks
• Participate in on-call rotations and timely issue resolution
• Collaborate with development to improve reliability and production readiness
• Analyze logs and metrics to identify risks and optimize performance
• Support release deployments and post-release validation
• Contribute to runbooks and continuous service improvement

Skills

Incident management

Troubleshooting

Automation

Observability tooling

SLA adherence

Communication

Stakeholder management

On-call support

Root cause analysis

DevOps collaboration

Tools

Splunk

Dynatrace

Grafana

Azure Application Insights

Monitoring platforms

Job description

About Position:

We are looking for a highly motivated Production Support Engineer to ensure the stability, availability, and performance of mission-critical applications. The ideal candidate will possess strong expertise in application monitoring, incident management, troubleshooting, automation, and operational excellence. You will work closely with development, infrastructure, and business teams to proactively manage production environments, resolve complex issues, and drive continuous improvement initiatives.

• Role: Production Support Engineer
• Location: All Persistent Locations
• Experience: 5 to 10 Years
• Job Type: Full-Time Employment

What You'll Do:

• Monitor production applications and services to ensure high availability, performance, and operational stability.
• Investigate, troubleshoot, and resolve application, infrastructure, API, database, and integration-related issues within defined SLA timelines.
• Manage incidents, service requests, problem records, and escalations using established support processes and ITIL best practices.
• Perform root cause analysis (RCA) for critical incidents and implement corrective and preventive actions.
• Develop and enhance automation solutions for monitoring, alerting, deployment validation, health checks, and operational processes.
• Participate in on-call support rotations and provide timely resolution for production issues.
• Collaborate with development teams to improve application reliability, observability, performance, and production readiness.
• Analyze system logs, metrics, and monitoring dashboards to proactively identify and address potential risks.
• Support release deployments, post-release validation, and environment management activities.
• Contribute to operational documentation, runbooks, knowledge management, and continuous service improvement initiatives.

Expertise You'll Bring:

• 5 to 10 years of hands-on experience in production support, application support, or operational support roles.
• Strong experience in incident management, problem management, change management, and ITIL-based service operations.
• Hands-on experience with monitoring and observability tools such as Splunk, Dynatrace, Grafana, Azure Application Insights, or similar platforms.
• Strong troubleshooting expertise in Java, Spring Boot applications, REST APIs, microservices, databases, and distributed systems.
• Experience analyzing application logs, system metrics, thread dumps, and performance-related issues.
• Proficiency in SQL and database troubleshooting using PostgreSQL, Oracle, or similar relational databases.
• Experience working with CI/CD pipelines, deployment validation processes, and DevOps methodologies.
• Hands-on scripting and automation experience using Python, Shell Scripting, or similar technologies.
• Exposure to cloud platforms such as Microsoft Azure, AWS, or Google Cloud Platform (GCP).
• Experience using GitHub Copilot, Microsoft 365 Copilot, or other AI-assisted operations and productivity tools.
• Knowledge of application availability, resiliency, capacity planning, and performance optimization practices.
• Strong analytical, root cause analysis, problem-solving, and troubleshooting skills.
• Excellent communication and stakeholder management skills with the ability to collaborate across cross-functional teams.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let’s unleash your full potential at Persistent-persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."