Role description
Experience Range: 2 to 5 years
Hiring Locations: Chennai, Trivandrum, Kochi
Role Description:
As a Production Support Analyst, you will monitor, triage, and resolve application/system/infrastructure issues in a production environment with minimal guidance. This role involves L1/L2 support, SLA adherence, documentation, and proactive stakeholder communication to ensure smooth operations and continuous service improvement.
Key Responsibilities:
Monitor systems, applications, and infrastructure tools in production environments.
Understand business requirements and troubleshoot issues reported by end users.
Identify, analyze, and resolve L1 and L2 incidents/tickets within optimal MTTR.
Provide support via phone, chat, or email with minimal supervision.
Own and coordinate SWAT calls and critical incident communications.
Serve as point-of-contact (POC) for customer escalations and requests.
Maintain and improve system uptime and SLA compliance.
Ensure documentation is current and knowledge is shared with the team.
Mentor junior associates and support their technical development.
Track and report SLA metrics, weekly/monthly dashboards, and support analytics.
Follow release management and change control procedures.
Mandatory Technical Skills:
SQL – Intermediate
AWS – Basic knowledge
Java – Basic understanding for troubleshooting
Application monitoring tools
JIRA or similar ticket management tools
Knowledge of ServiceNow or any ITSM tool
Incident tracking and SLA reporting
Good-to-Have Skills:
Understanding of Agile methodologies
Familiarity with infrastructure concepts and CI/CD pipelines
Experience with automation or scripting for process improvement
Knowledge of domain-specific tools depending on the customer application
Soft Skills:
Excellent verbal and written communication
Strong documentation and reporting skills
Customer handling and stakeholder management
Problem-solving mindset
Team player with mentoring abilities
Ability to work under pressure and multitask
Proactive attitude in process improvement and knowledge sharing
Key Measures of Success:
Adherence to SLAs and MTTR targets
Reduction of repeat issues and known defects
Timely and accurate reporting and dashboard publication
Completion of required certifications and training
Number of production issues resolved effectively
Quality of documentation and knowledge transfer
Contribution to service improvement initiatives
Skills
Monitoring,Ticket Management,Sla Management