Production Support Engineer

• Ensure stable production operations through continuous monitoring and proactive issue detection.
• Handle alert monitoring and respond to incidents in a timely and efficient manner.
• Manage the complete incident lifecycle for P3 P5 issues, including triage, analysis, coordination, and resolution.
• Assist with P1/P2 incident investigations and resolutions under guidance from senior teams.
• Maintain and update operational documentation such as runbooks, SOPs, playbooks, and knowledge bases.
• Support and improve observability systems including dashboards, alerts, logs, and metrics monitoring.
• Provide L1/L2 operational support and collaborate with L3 teams during critical issue investigations.
• Participate in on-call rotations and effectively manage operational priorities and schedules.
• Communicate incident status, business impact, and resolution updates clearly with engineering and business stakeholders.
• Ensure compliance with change management, audit, and security standards while tracking SLA, MTTA, and MTTR metrics.

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