Application & Cloud Platform Support
The Support Engineer is a hands-on production support role responsible for ensuring the
reliability, performance, and resilience of cloud-based and hybrid systems.
Key Responsibilities
Production Support & Incident Management
Provide production support for business-critical applications across cloud and hybrid
environments
Investigate application, integration, and platform-related incidents impacting availability
or performance
Participate in incident bridge calls and coordinate with infrastructure, DevOps, and
engineering teams
Perform detailed issue analysis and document root cause findings
Escalate complex or code-level issues to L3 with comprehensive technical diagnostics
Ensure adherence to SLAs for MTTR, response times, and resolution targets
Application & Cloud Platform Support
Support applications deployed on AWS, including Lambda, Glue jobs, DynamoDB, and
RDS/PostgreSQL
Monitor and validate batch jobs, APIs, integrations, and background processes
Support containerized applications running on Kubernetes environments
Validate configuration changes and environment stability
Change, Release & Deployment Support
Support application deployments and releases through Azure DevOps pipelines
Validate build artifacts and perform post-deployment health checks
Assist with rollback coordination when required
Participate in CAB processes and change validation activities
Observability & Operational Excellence
Monitor logs, metrics, dashboards, and alerts to detect issues proactively
Improve alert accuracy and reduce repetitive incidents
Sensitivity: Internal Use
Only
Contribute to runbook updates and knowledge base documentation
Identify recurring issues and recommend preventive improvements
Required Experience
Mandatory
4–6 years in L2 production support within an AMS environment
Experience supporting applications hosted on AWS
Strong incident management and RCA experience
Experience working in SLA-driven environments
Technical Skills
Hands-on AWS experience (Lambda, Glue, DynamoDB, RDS/PostgreSQL)
Kubernetes support experience
Working knowledge of Azure DevOps (CI/CD pipelines, releases)
Programming/debugging knowledge in Python, Java, .NET (COBOL nice to have)