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 protected 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, Recent Relic, App Insights
Payment domain / PCI compliance awareness
Scripting Python or shell for automation

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