Production Application Support Engineer

DPL; Islamabad; On-site; PKR 1,339,000 - 2,344,000; Full time

Job summary

We are seeking a Production Application Support Engineer to provide operational and technical support for live applications in production environments. The role emphasizes monitoring, incident troubleshooting, log analysis, and coordination with technical teams to ensure availability and performance.

The ideal candidate has basic to intermediate understanding of production environments and hands-on exposure to monitoring and log-management tools like ELK Stack, Grafana, Prometheus, and Percona

Qualifications

• Bachelor’s degree in CS, SE, IT or related field.
• 1–3 years of experience in application/production support or related roles.
• Familiarity with monitoring, observability, or log-management tools (ELK, Grafana, Prometheus, PMM).

Responsibilities

• Monitor production applications, services, servers, databases, and system health using monitoring tools.
• Review logs to identify errors, failures, and performance issues.
• Troubleshoot production incidents and perform initial investigations before escalation.
• Coordinate with development, database, infrastructure, DevOps, and QA teams to resolve issues.
• Maintain incident documentation and post-incident reviews.
• Validate functionality after fixes, deployments, or configuration changes.
• Willingness to work on-site in Islamabad.

Skills

Strong analytical and problem-solving

Good written and verbal communication

Organized and responsive under outages

Education

Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or related field

Tools

ELK Stack (Elasticsearch, Logstash, Kibana)

Grafana

Prometheus

Percona Monitoring and Management

Jira / ServiceNow

Job description

We are looking for a Production Application Support Engineer to provide operational and technical support for live applications running in production environments.

The position is primarily focused on application monitoring, production incident troubleshooting, log analysis, issue investigation, and coordination with technical teams to maintain application availability and performance.

We are looking for a Production Application Support Engineer to provide operational and technical support for live applications running in production environments.

The position is primarily focused on application monitoring, production incident troubleshooting, log analysis, issue investigation, and coordination with technical teams to maintain application availability and performance.

The ideal candidate should have a basic to intermediate understanding of production environments and experience using or have practical exposure to monitoring and log-management tools such as ELK Stack, Grafana, Prometheus, and Percona Monitoring and Management.

Key Responsibilities

• Monitor production applications, services, servers, databases, and system health using available monitoring tools.
  
• Review application and system logs to identify errors, failures, performance issues, and unusual behavior.
  
• Troubleshoot production incidents and perform initial technical investigation before escalating issues to the relevant team.
  
• Respond to system alerts and identify whether an issue is related to the application, infrastructure, database, integration, or configuration.
  
• Use tools such as Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Percona to monitor application and database performance.
  
• Support incident management activities, including incident logging, prioritization, escalation, tracking, and closure.
  
• Collect relevant logs, screenshots, error messages, timestamps, and technical details required for further investigation.
  
• Coordinate with development, database, infrastructure, DevOps, and quality assurance teams to resolve production issues.
  
• Assist in identifying recurring production problems and contribute to root cause analysis.
  
• Maintain documentation for incidents, known errors, troubleshooting procedures, and operational guidelines.
  
• Monitor application availability, response times, resource utilization, database health, and service-level indicators.
  
• Validate application functionality and system stability after fixes, deployments, configuration changes, or service restoration.
  
• Support routine operational activities, health checks, deployment verification, and post-release monitoring.
  
• Communicate incident status and progress clearly to technical and non-technical stakeholders.
  
• Follow defined incident management, escalation, and production support processes.
  

Required Qualifications and Skills

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
  
• Approximately 1–3 years of experience in application support, production support, system monitoring, technical support, operations, or a related role.
  
• Understanding of production application environments and incident troubleshooting.
  
• Ability to analyze application logs and identify possible causes of errors.
  
• Familiarity with monitoring, observability, or log-management tools, particularly:
  
  • ELK Stack: Elasticsearch, Logstash, and Kibana.
    
  • Grafana
    
  • Prometheus
    
  • Percona Monitoring and Management
    
• Basic knowledge of Linux commands and server environments.
  
• Basic understanding of databases, preferably MySQL or other relational databases.
  
• Ability to execute basic SQL queries for investigation and validation.
  
• Understanding of APIs, application services, HTTP status codes, and system integrations.
  
• Strong analytical and problem-solving skills.
  
• Ability to remain organized and responsive while handling production incidents.
  
• Good written and verbal communication skills.
  
• Willingness to work on-site in Islamabad.
  

Preferred Skills

• Experience in L1 or L2 production support.
  
• Familiarity with incident-management or ticketing tools such as Jira, ServiceNow, or similar platforms.
  
• Basic understanding of cloud environments such as AWS, Azure, or Google Cloud.
  
• Exposure to Docker, Kubernetes, CI/CD pipelines, or deployment processes.
  
• Basic scripting knowledge in Bash, Python, or PowerShell.
  
• Understanding of alerting, dashboards, service availability, response time, CPU usage, memory utilization, and database performance metrics.
  
• Experience working with cross-functional engineering and operations teams.
  
• Familiarity with root cause analysis and post-incident documentation.
  

NOTES: This is not a traditional or pure DevOps role