Job Description Job Summary / About the Role
n Client is seeking a technically strong and self-sufficient Tier 1 Application Production Support Specialist to provide 24x7 support for critical enterprise integration, messaging, and event-driven applications. This is not a pure monitoring or escalation role. The ideal candidate is expected to independently identify root causes, apply fixes, and resolve the majority of incidents without Tier 2 involvement. Tier 2 is engaged only for complex or architectural issues that go beyond Tier 1 resolution scope. The candidate must have solid working knowledge of the full technology stack and the ability to triage, diagnose, and remediate issues end-to-end.
n Key Responsibilities
n - Provide 24x7 support for incidents, alerts, and operational issues with a strong bias towards independent identification and resolution.
n - Triage and diagnose incidents using logs, monitoring dashboards, and platform knowledge; resolve issues directly without defaulting to escalation.
n - Engage Tier 2 only when incidents involve architectural complexity, infrastructure-level failures, or changes beyond Tier 1 resolution authority.
n - Support client-submitted iTrack incident tickets and maintain end-to-end ticket ownership including resolution and closure.
n - Respond to PagerDuty and automated alerts; validate, investigate, and remediate before escalating.
n - Monitor production and non-production environment health; proactively identify anomalies and take corrective action.
n - Monitor application support mailboxes and manage operational follow-through.
n - Provide C2W emergency support as the first responder; independently handle and resolve wherever possible.
n - Share client profile data and usage reports on request.
n - Maintain clear incident communication to clients even when Tier 2 is engaged.
n - Track and report operational metrics including MTTR and ticket resolution trends.




n - Develop and maintain Tier 1 SOPs and operational runbooks based on real resolution patterns.
n Required Qualifications / Must-Have Skills
n - 4+ years of experience in application production support with a strong track record of independently diagnosing and resolving incidents.
n - Solid working knowledge of the full technology stack in scope including event streaming platforms, integration middleware, AKS-hosted microservices, and observability tooling.
n - Hands-on experience with incident lifecycle management in ticketing systems (iTrack or equivalent), including root cause identification and resolution documentation.
n - Proficient with Splunk, PagerDuty, Prometheus, and Grafana for active troubleshooting and issue resolution, not just monitoring.
n - Hands-on operational experience with Kubernetes, especially Azure Kubernetes Service (AKS), including pod-level diagnostics, restarts, and health investigation.
n - Practical working knowledge of Confluent Kafka and Azure Event Hub: consumer lag analysis, topic health checks, and message flow troubleshooting.
n - Solid SQL/Postgres skills for data-level investigation and validation during incidents.
n - Working ability to read and interpret Java, Spring Boot, and React application logs for issue identification.
n - Basic Python scripting capability for operational checks and quick-fix automation.
n - Good Linux/Unix command-line skills for real-time log analysis and system diagnostics.
n - Solid written and verbal communication skills for incident updates, resolution documentation, and client coordination.
n - Willingness to work in rotational 24x7 shifts.
n Good-to-Have / Nice-to-Have
n - Awareness of hybrid streaming ecosystems including Confluent Cloud, AWS-MSK, and Apache Flink.
n - Exposure to IBM Sterling Integrator integration flows for context during incident triage.
n - Telecom or high-availability enterprise support experience.
n - Experience with CI/CD-driven deployment pipelines in a support context.

📌 Application Production Support Specialist (Hyderabad)
🏢 Radiant Digital
📍 Hyderabad