Production support

Production support
Work Mode : Work From Office
Shift Timing : 24/7
Location : Hyderabad / Chennai
- A hybrid developer-tester-operator who is passionate about code quality, stability, and customer satisfaction.

- Monitor the support mailbox continuously, 24/7/365 (based on shift allocation).
- Manage support tickets (Jira / ServiceNow) and provide L1/L2 assistance, ensuring adherence to SLAs for support issues.
- Support client production environments by monitoring logs and responding to alerts.
- Conduct root cause analysis and collaborate with development and DevOps teams to implement long-term solutions.
- Strong communicators capable of interfacing with QA, developers, operations, and business users.
- Able to debug and resolve critical incidents under pressure while implementing proactive solutions to prevent recurrence.
- Assist in data setup, test environments, and replicating complex user issues.
- Maintain standard operating procedures (SOPs), runbooks, and support guides.
- Knowledge in the payment domain and APIs is beneficial.
- Familiarity with cloud systems is also advantageous.