Tier 1 Production Support Engineer

Prodapt Solutions; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ATT is seeking a technically strong Tier 1 Application Production Support Specialist to provide 24x7 support for critical enterprise integration, messaging, and event-driven applications in Hyderabad. The role emphasizes independent incident resolution, root-cause analysis, and end-to-end remediation across the full technology stack.

The ideal candidate will triage incidents with logs and dashboards, use Splunk, PagerDuty, Prometheus, and Grafana, and work with AKS-hosted microservices,

Qualifications

• 3+ years in application production support with independent incident diagnosis and resolution.
• Experience with event streaming platforms, integration middleware, AKS-hosted microservices, and observability tooling.
• Hands-on with incident lifecycle management in ticketing systems (iTrack or equivalent).
• Proficient with Splunk, PagerDuty, Prometheus, Grafana for active troubleshooting.
• Operational experience with Kubernetes, especially AKS, including pod-level diagnostics.

Responsibilities

• Provide 24x7 support for incidents, alerts, and operational issues with independent resolution.
• Triage and diagnose incidents using logs and dashboards; avoid unnecessary escalations.
• Engage Tier 2 only for architectural or infra-level issues.
• Own end-to-end client-submitted incident tickets and resolutions.
• Respond to PagerDuty alerts; investigate and remediate before escalation.
• Monitor production and non-production health and identify anomalies.
• Manage support mailboxes and operational follow-through.
• Provide first-responder support (C2W) and share client data on request.
• Report operational metrics like MTTR and ticket trends.
• Develop Tier 1 SOPs and runbooks based on real resolutions.

Skills

Incident management

AKS

Kafka

SQL/Postgres

Linux/Unix

Python scripting

Java/Spring/React logs

Splunk

PagerDuty/Prometheus/Grafana

Communication

Education

Bachelor's degree or equivalent in CS/IS

Tools

Confluent Kafka

Azure AKS

iTrack or ticketing tools

Job description

Overview

• Messaging system. Kafka/confluent
• Azure kubernetes services
• Azure

Job Title

Tier 1 Application Production Support Specialist

Job Summary / About the Role

ATT is seeking a technically strong and self-sufficient Tier 1 Application Production Support Specialist to provide 24x7 support for critical enterprise integration, messaging, and event-driven applications. This is not a pure monitoring or escalation role. The ideal candidate is expected to independently identify root causes, apply fixes, and resolve the majority of incidents without Tier 2 involvement. Tier 2 is engaged only for complex or architectural issues that go beyond Tier 1 resolution scope. The candidate must have solid working knowledge of the full technology stack and the ability to triage, diagnose, and remediate issues end-to-end.

Key Responsibilities

• - Provide 24x7 support for incidents, alerts, and operational issues with a strong bias towards independent identification and resolution.
• - Triage and diagnose incidents using logs, monitoring dashboards, and platform knowledge; resolve issues directly without defaulting to escalation.
• - Engage Tier 2 only when incidents involve architectural complexity, infrastructure-level failures, or changes beyond Tier 1 resolution authority.
• - Support client-submitted iTrack incident tickets and maintain end-to-end ticket ownership including resolution and closure.
• - Respond to PagerDuty and automated alerts; validate, investigate, and remediate before escalating.
• - Monitor production and non-production environment health; proactively identify anomalies and take corrective action.
• - Monitor application support mailboxes and manage operational follow-through.
• - Provide C2W emergency support as the first responder; independently handle and resolve wherever possible.
• - Share client profile data and usage reports on request.
• - Maintain clear incident communication to clients even when Tier 2 is engaged.
• - Track and report operational metrics including MTTR and ticket resolution trends.
• - Develop and maintain Tier 1 SOPs and operational runbooks based on real resolution patterns.

Required Qualifications / Must-Have Skills

• - 3+ years of experience in application production support with a strong track record of independently diagnosing and resolving incidents.
• - Solid working knowledge of the full technology stack in scope including event streaming platforms, integration middleware, AKS-hosted microservices, and observability tooling.
• - Hands-on experience with incident lifecycle management in ticketing systems (iTrack or equivalent), including root cause identification and resolution documentation.
• - Proficient with Splunk, PagerDuty, Prometheus, and Grafana for active troubleshooting and issue resolution, not just monitoring.
• - Hands-on operational experience with Kubernetes, especially Azure Kubernetes Service (AKS), including pod-level diagnostics, restarts, and health investigation.
• - Practical working knowledge of Confluent Kafka and Azure Event Hub: consumer lag analysis, topic health checks, and message flow troubleshooting.
• - Solid SQL/Postgres skills for data-level investigation and validation during incidents.
• - Working ability to read and interpret Java, Spring Boot, and React application logs for issue identification.
• - Basic Python scripting capability for operational checks and quick-fix automation.
• - Good Linux/Unix command-line skills for real-time log analysis and system diagnostics.
• - Strong written and verbal communication skills for incident updates, resolution documentation, and client coordination.
• - Willingness to work in rotational 24x7 shifts.

Good-to-Have / Nice-to-Have

• - Awareness of hybrid streaming ecosystems including Confluent Cloud, AWS-MSK, and Apache Flink.
• - Exposure to IBM Sterling Integrator integration flows for context during incident triage.
• - Telecom or high-availability enterprise support experience.
• - Experience with CI/CD-driven deployment pipelines in a support context.

Experience Level

Associate to Mid-Level (typically 3 to 5 years)

Location / Work Mode

Onsite (Hyderabad / Bangalore or designated ATT location)