Production Support Engineer

UST; Taguig; On-site; PHP 450,000 - 600,000; Full time

Job summary

UST is seeking a Production Support Engineer to monitor and maintain the health of applications, infrastructure, APIs, and services in a 24/7 production environment. You will handle real-time monitoring, incident management, troubleshooting, and collaborate with engineering teams to ensure system reliability and performance.

Key duties include triage using logs and metrics, creating and expanding dashboards, and coordinating with on-call responders to resolve incidents and restore services

Qualifications

• 2–5 years of experience in Production Support or Operations Support roles.
• Hands-on experience with observability and monitoring tools such as Dynatrace, Splunk, Grafana, or similar platforms.
• Ability to analyze logs, metrics, traces, and to identify production issues.
• Strong troubleshooting and analytical skills with the ability to investigate and resolve issues efficiently.
• Experience executing operational runbooks and support procedures.
• Knowledge of ITSM tools such as ServiceNow.
• Strong communication and documentation skills.
• Ability to work in fast-paced production environments.
• Willingness to work in 24/7 rotational shifts.
• Eagerness to learn new tools and technologies.

Responsibilities

• Monitor system health across applications, infrastructure, APIs, and services using observability and monitoring tools.
• Review and respond to dashboards and metrics in real time.
• Create, expand, and maintain dashboards to improve observability coverage.
• Perform initial triage using logs, traces, and metrics; identify symptoms and potential root causes.
• Execute runbooks/SOPs for common production issues (e.g., restarts, validation checks, health checks).
• Create incidents, document findings, and collaborate with engineering teams for issue resolution.
• Coordinate with on-call responders during high-priority events.
• Perform routine health checks and proactive monitoring tasks every shift.
• Provide clear communication and shift-to-shift handoff notes.
• Participate in incident management activities and support service restoration efforts.

Skills

Troubleshooting

Analytical skills

Communication

Documentation

Fast-paced work

On-call readiness

Willingness to rotate shifts

Tools

Dynatrace

Splunk

Grafana

Prometheus

CloudWatch

ServiceNow

Job description

We are looking for a Production Support Engineer to monitor and maintain the health of applications, infrastructure, APIs, and services in a 24/7 production environment. The role involves real-time monitoring, incident management, troubleshooting, and collaboration with engineering teams to ensure system reliability and performance.

Key Responsibilities

• Monitor system health across applications, infrastructure, APIs, and services using observability and monitoring tools.
• Review and responds to dashboards and metrics in real time.
• Create, expand, and maintain dashboards to improve observability coverage.
• Perform initial triage using logs, traces, and metrics; identify symptoms and potential root causes.
• Execute runbooks/SOPs for common production issues (e.g., restarts, validation checks, health checks).
• Create incidents, document findings, and collaborate with engineering teams for issue resolution.
• Coordinate with on-call responders during high-priority events.
• Perform routine health checks and proactive monitoring tasks every shift.
• Provide clear communication and shift-to-shift handoff notes.
• Participate in incident management activities and support service restoration efforts.

Required Skills

• 2–5 years of experience in Production Support or Operations Support roles.
• Hands‑on experience with observability and monitoring tools such as Dynatrace, Splunk, Grafana, or similar platforms.
• Ability to analyze logs, metrics, traces, and s to identify production issues.
• Strong troubleshooting and analytical skills with the ability to investigate and resolve issues efficiently.
• Experience executing operational runbooks and support procedures.
• Knowledge of ITSM tools such as ServiceNow.
• Strong communication and documentation skills.
• Ability to work in fast‑paced production environments.
• Willingness to work in 24/7 rotational shifts.
• Eagerness to learn new tools and technologies.

Preferred Skills

• Basic understanding of AWS or other cloud platforms.
• Familiarity with microservices, APIs, Linux fundamentals, and networking concepts.
• Exposure to monitoring tools such as Prometheus and CloudWatch.
• Understanding of incident management, problem management, and SRE/DevOps practices.
• Basic scripting knowledge (Shell, Python, or similar).

Shift

• 24/7 rotational shift schedule
• Includes night shifts, weekends, and holidays
• Requires participation in on-call rotations and high-priority incident handling

Skills

AWS, Cloud Infrastructure, Linux, Amazon CloudWatch