Production Support Engineeer

Must Have Technical/Functional Skills

•  API troubleshooting (REST/SOAP).

• JSON/XML payload analysis.

• SSO technologies.

• SQL query and data analysis skills.

• Log analysis and troubleshooting.

• Microsoft 365 administration basics., splunk etc

Roles & Responsibilities

•  Provide Level 2 support for business-critical applications and integrations.

• Troubleshoot and resolve application, workflow, and data-related issues.

• Monitor application performance, interfaces, and batch jobs.

• Manage incidents, service requests, and problem tickets using ServiceNow.

• Perform root cause analysis (RCA) and implement corrective actions.

• Coordinate with vendors, developers, and infrastructure teams for issue resolution.

• Support user access management, SSO, and security-related requests.

• Validate and support application releases, upgrades, and deployments.

• Maintain SOPs, runbooks, knowledge articles, and support documentation.

• Ensure compliance with SLAs and provide timely stakeholder communication.

• Analyze application logs, API errors, and integration failures.

• Drive continuous process improvements to enhance system stability, reliability, and user experience.