Application /Production Support

Production Support & Incident Management

• Act as the primary Ll /L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.
• Monitor incident queues, service requests, alerts, and support tickets, ensuring adherence to SLAs and operational procedures.
• Lead incident triage, troubleshooting, escalation, and resolution activities.
• Perform impact assessment and coordinate with relevant stakeholders during service disruptions.
• Support incident management activities and facilitate communication during critical outages.
• Conduct post-incident reviews and root cause analysis (RCA) to prevent recurrence.
• Develop and maintain operational runbooks, support procedures, and knowledge base articles.

System Monitoring & Reliability

• Monitor application, infrastructure, and business service health using observability and monitoring tools.
• Analyse system performance, availability, error trends, and capacity utilization.
• Configure and tune alerts to reduce noise and improve operational visibility.
• Collaborate with engineering teams to improve system reliability and operational resilience.
• Support Site Reliability Engineering (SRE)practices, including reliability metrics, incident reduction, and service availability improvements.

Cloud & Infrastructure Support

• Provide operational support for cloud-hosted applications and infrastructure, primarily on AWS.
• Perform first-level troubleshooting on:
  • Compute services (EC2, ECS, Lambda)
  • Networking
  • Load Balancers
  • CDN services
  • Storage services
• Investigate infrastructure-related issues affecting application performance or availability.
• Support deployment verification and post-release monitoring activities.

Application & Integration Support

• Troubleshoot application issues across web, mobile, APIs, and middleware platforms.
• Analyse application logs, monitoring data, and system traces to identify root causes.
• Support integrations with external systems, partners, payment gateways, and other enterprise platforms.
• Work closely with L3 to reproduce issues and validate fixes.
• Support release and deployment activities, including late-night and weekend implementations when required.

Continuous Improvement

• Identify recurring incidents and operational inefficiencies.
• Drive automation opportunities to reduce manual effort and repetitive support activities.
• Recommend improvements to monitoring, alerting, deployment processes, and support workflows.
• Contribute to operational excellence initiatives and service reliability improvement s.

Stakeholder & Vendor Management

• Collaborate with internal teams, external vendors, and partners across different geographies and time zones.
• Communicate effectively with technical and non-technical stakeholders.
• Provide timely updates during incidents and service disruptions.
• Participate in operational reviews, governance meetings, and service improvement discussions.

Required Skills & Experience Technical Skills

• 5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.
• Strong knowledge of AWS cloud services and operational support.
• Good understanding of cloud-native application architecture.
• Experience supporting:
  • Digital platforms
  • E-commerce systems
  • Customer-facing web applications
  • Mobile applications
• Knowledge of CDN technologies and content delivery architecture.
• Experience with monitoring and observability platforms such as:
  • Datadog
  • New Relic
  • Dynatrace
  • AppDynamics
  • Grafana
  • CloudWatch
• Familiarity with APM (Application Performance Monitoring) concepts.
• Understanding of SRE principles and operational best practices.
• Strong knowledge of:
  • APIs
  • Microservices
  • Web services
  • System integrations
  • Authentication and authorization flows
• Experience using ticketing and ITSM platforms(Jira Service Management, ServiceNow, etc.).
• Understanding of Incident, Problem, and Change Management processes.
• Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or Cloud WatchLogs.

Soft Skills

• Strong troubleshooting and analytical thinking abilities.
• Naturally curious and investigative, with adesire to understand the full context behind incidents an