Production Support Engineer

Moofwd Technologies India; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Moofwd Technologies India is seeking an experienced Production Support Analyst to manage L2/L3 support for mission-critical applications. The role involves monitoring health and performance, performing RCA, and enabling proactive measures across Splunk, AWS, and ITSM workflows.

The ideal candidate will have strong SQL skills, experience with ITIL/ITSM tools (ServiceNow, Remedy, Jira Service Management), and solid Linux/Unix knowledge.

Qualifications

• Experience in production/application support for business-critical applications.
• Hands-on Splunk for monitoring, log analysis, dashboards and alerting.

Responsibilities

• Provide L2/L3 production support for business-critical applications.
• Monitor application health, system performance, and infrastructure alerts using Splunk and other monitoring tools.
• Troubleshoot and resolve production incidents within defined SLAs.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Develop and optimize SQL queries for data analysis, troubleshooting, and issue resolution.
• Support applications deployed on AWS cloud environments.
• Manage incidents, service requests, problems, and changes through ITSM tools such as ServiceNow, Remedy, or Jira Service Management.
• Collaborate with development, infrastructure, database, and business teams to resolve complex technical issues.
• Perform log analysis using Splunk and identify patterns impacting application performance.
• Participate in release deployments, production validations, and post-release support activities.
• Create and maintain support documentation, runbooks, SOPs, and knowledge articles.
• Support on-call rotations and provide support during critical production incidents.

Skills

Production support

Splunk

AWS

SQL

ITSM processes

ServiceNow

Remedy

Jira Service Management

Linux/Unix

Analytical skills

Communication

Job description

Key Responsibilities

• Provide L2/L3 production support for business-critical applications.
• Monitor application health, system performance, and infrastructure alerts using Splunk and other monitoring tools.
• Troubleshoot and resolve production incidents within defined SLAs.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Develop and optimize SQL queries for data analysis, troubleshooting, and issue resolution.
• Support applications deployed on AWS cloud environments.
• Manage incidents, service requests, problems, and changes through ITSM tools such as ServiceNow, Remedy, or Jira Service Management.
• Collaborate with development, infrastructure, database, and business teams to resolve complex technical issues.
• Perform log analysis using Splunk and identify patterns impacting application performance.
• Participate in release deployments, production validations, and post-release support activities.
• Create and maintain support documentation, runbooks, SOPs, and knowledge articles.
• Support on-call rotations and provide support during critical production incidents.

Required Skills

• Strong experience in Production/Application Support.
• Hands‑on experience with Splunk for monitoring, log analysis, dashboard creation, and alerting.
• Experience working with AWS services such as EC2, CloudWatch, S3, Lambda, RDS, ECS, or EKS.
• Strong knowledge of SQL and database troubleshooting.
• Experience with ITSM processes including Incident, Problem, Change, and Service Request Management.
• Experience with tools such as ServiceNow, Remedy, Jira Service Management, or equivalent.
• Good understanding of Linux/Unix environments.
• Strong analytical and problem‑solving skills.
• Excellent communication and stakeholder management abilities.