Job Description

: Production Support Engineer

Monitor the production environment to ensure that systems are running smoothly and within acceptable performance thresholds by tracking system health, availability, and performance metrics using monitoring tools and dashboards. Perform routine checks to identify potential issues or performance degradation before they impact users. Respond to incidents or service interruptions by diagnosing and resolving issues in a timely manner by Prioritizing issues based on their impact on business operations, ensuring critical issues are addressed promptly. Perform root cause analysis for recurring or critical incidents and recommend solutions to prevent future occurrences and escalate issues to appropriate teams when necessary for resolution. Investigate and troubleshoot problems related to production systems, applications, and infrastructure. Debug and analyze logs to identify issues and provide solutions quickly. Reproduce user-reported issues in the test environment, if necessary, to understand the cause of the problem. Collaborate with development teams to identify and resolve bugs or application issues that affect production environments. Work with system administrators and network teams to resolve hardware, infrastructure, or network-related issues. Provide input and support during software upgrades, patching, or new feature rollouts to ensure minimal disruption. Support the deployment of code changes, patches, and updates to the production environment by Assisting in the preparation of release notes, test plans, and rollback plans for production changes. Ensure that production releases are done in a controlled and systematic manner, minimizing risk to operations. Monitor the success of releases and validate that updates do not negatively impact existing functionality. Identify performance bottlenecks and take corrective actions to improve speed and reliability. Perform proactive system tuning to ensure optimal performance and resource utilization and
recommend infrastructure improvements based on system performance data and usage trends.

Provide support to end-users or internal stakeholders by addressing production-related issues or concerns. Communicate clearly and effectively with users about system outages, planned maintenance, and resolution status. Document all incidents, resolutions, and root causes to maintain a knowledge base for future reference and to help prevent similar issues. Generate and maintain detailed records of incidents, actions taken, and outcomes for audit purposes. Create and manage incident reports, performance metrics, and system logs for ongoing tracking and analysis. Ensure that backup and recovery systems are functional and can be activated in case of failure. Support disaster recovery drills to ensure that the team is prepared for unexpected outages. Participate in the creation and testing of recovery plans to ensure continuity of operations in the event of a system failure. Monitor security vulnerabilities in the production environment and work with security teams to apply necessary patches or updates. Ensure compliance with security policies and best practices. Investigate security incidents and take appropriate steps to mitigate risks and protect data integrity. Apply patches and upgrades to production systems, ensuring that the systems remain up to date with the latest bug fixes and security patches. Test patches in non-production environments before applying them to live systems to prevent issues. Plan and execute system upgrades, ensuring minimal downtime or disruption to the business. Provide 24/7 support in some organizations, being available for on-call shifts to address urgent production issues outside of business hours. Respond quickly to critical alerts and take action to resolve issues as quickly as possible. Ensure service level agreements (SLAs) are met by tracking incident resolution times and performance benchmarks. * Report on key performance indicators (KPIs) related to production support, including uptime, issue resolution times, and system performance.