Role Summary

Own end-to-end production stability from hotfix delivery to root-cause closure. Serve as the final escalation point for critical incidents, with deep system knowledge to diagnose fast and ship safe fixes under pressure.

Key Responsibilities

Production Hotfixes: Own the full diagnosis-to-deployment lifecycle; coordinate emergency releases with zero ambiguity.

Deep-Dive Troubleshooting: Investigate complex, intermittent, and data-related issues across services, databases, and infra.

SLA Ownership: Ensure P1/P2 tickets are resolved within agreed SLAs; escalate proactively when needed.

Code & Patch Delivery: Write, review, and deploy targeted hotfix code to production-grade quality standards.

RCA & Post-Mortems: Document thorough root-cause analyses with structured preventive action items.

Change Advisory: Evaluate risk of hotfixes; liaise with release and CAB processes.

Runbooks & SOPs:



Maintain and improve operational runbooks for known failure patterns.

Must-Have Positive to Have

- Java / Spring Boot or equivalent backend stack
- SQL complex query debugging, execution plan analysis

- Log analysis
- REST API troubleshooting & integration debugging
- Git-based hotfix & branching workflows
- Linux / bash process, memory, I/O diagnostics
- Incident & change management (ITIL awareness)
- Cloud infra basics Azure / AWS monitoring tools
- Microservices & event-driven architecture (ASB / Kafka)
- Container platforms Docker / Kubernetes
- CI/CD pipelines GitHub Actions / Jenkins
- Performance profiling & thread-dump analysis
- APM tools Dynatrace, New Relic, App Insights
- Payment domain / PCI compliance awareness
- Scripting Python or shell for automation

📌 Support Engineer - Project Lead (Coimbatore)
🏢 KG Information Systems (KGISL)
📍 Coimbatore