Production Support Engineer

We are seeking an experienced Production Support Engineer (L2/L3) to support and maintain critical enterprise applications and production environments. The ideal candidate will have hands-on experience in batch job execution and monitoring, incident management, cross-platform operating systems, and scripting. This role requires strong analytical, troubleshooting, and communication skills to effectively collaborate with global teams and ensure the availability and stability of business-critical systems.

Work Location: SmartCity, Kochi
Work Model: Hybrid

Work Schedule

• Work hours will be aligned with US Eastern Time (EST/EDT) to support global production operations.
• Candidates must be comfortable working the US shift, participating in production support activities, incident bridge calls, and collaborating with global teams during US business hours.
• Flexibility to support planned maintenance, critical production incidents, and occasional after-hours activities, as required, is expected.

• Monitor, execute, and troubleshoot batch jobs to ensure timely and successful completion of scheduled processes.
• Manage and monitor enterprise job scheduling tools such as AutoSys or similar centralized schedulers.
• Provide production support by investigating, diagnosing, and resolving application and infrastructure issues within defined SLAs.
• Lead and coordinate incident management activities, including hosting and driving bridge/conference calls with cross-functional teams during critical incidents.
• Perform root cause analysis (RCA) and implement preventive measures to minimize recurring production issues.
• Support production environments running on Windows, Red Hat Enterprise Linux, and Solaris operating systems.
• Develop, maintain, and troubleshoot automation scripts using Linux Shell (Bash/Korn Shell) and Windows scripting (PowerShell/Batch).
• Collaborate with infrastructure, application development, database, and middleware teams to resolve production issues efficiently.
• Perform routine health checks, system monitoring, log analysis, and operational maintenance activities.
• Document operational procedures, incident resolutions, and support knowledge for continuous improvement.

• Hands-on experience in batch job execution, monitoring, and scheduling.
• Experience with enterprise schedulers such as AutoSys (preferred) or equivalent scheduling tools.
• Strong experience in Incident Management, including coordinating multiple technical teams during production incidents.
• Solid experience supporting mixed operating system environments:
  • Windows Server
  • Red Hat Enterprise Linux (RHEL)
  • Solaris (preferred; exposure is an added advantage)
• Strong scripting skills in both:
  • Linux Shell (Bash/Korn Shell)
  • Windows scripting (PowerShell/Batch)
• Experience in production monitoring, log analysis, troubleshooting, and operational support.
• Familiarity with ITIL-based support processes is an advantage.

• Experience supporting enterprise production environments in a 24x7 operational model.
• Knowledge of monitoring and alerting tools.
• Experience working with global support teams across multiple time zones.
• Understanding of change management, problem management, and release management processes.

• Excellent verbal and written English communication skills.
• Ability to confidently communicate with global stakeholders and native English-speaking customers.
• Strong coordination and stakeholder management skills during high-priority production incidents.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Ability to work effectively under pressure in a fast-paced production support environment.
• Strong ownership, accountability, and customer-focused mindset.