Key Responsibilities
Provide 24x7 support for incidents, alerts, and operational issues with a strong bias towards independent identification and resolution.
Triage and diagnose incidents using logs, monitoring dashboards, and platform knowledge; resolve issues directly without defaulting to escalation.
Engage Tier 2 only when incidents involve architectural complexity, infrastructure-level failures, or changes beyond Tier 1 resolution authority.
Support client-submitted iTrack incident tickets and maintain end-to-end ticket ownership including resolution and closure.
Respond to PagerDuty and automated alerts; validate, investigate, and remediate before escalating.
Monitor production and non-production workplace health; proactively identify anomalies and take corrective action.
Monitor application support mailboxes and manage operational follow-through.
Provide C2W emergency support as the first responder; independently handle and resolve wherever possible.
Share client profile data and usage reports on request.




Maintain transparent incident communication to clients even when Tier 2 is engaged.
Track and report operational metrics including MTTR and ticket resolution trends.
Develop and maintain Tier 1 SOPs and operational runbooks based on real resolution patterns.
Required Qualifications / Must-Have Skills
3+ years of experience in application production support with a robust track record of independently diagnosing and resolving incidents.
Solid working knowledge of the full technology stack in scope including event streaming platforms, integration middleware, AKS-hosted microservices, and observability tooling.
Hands-on experience with incident lifecycle management in ticketing systems (iTrack or equivalent), including root cause identification and resolution documentation.
Proficient with Splunk, PagerDuty, Prometheus, and Grafana for active troubleshooting and issue resolution, not just monitoring.
Hands-on operational experience

📌 Production Support Analyst Hyderabad
🏢 Radiant Digital
📍 Hyderabad