Job Summary / About the Role
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.
Key Responsibilities
Provide 24x7 support for incidents, alerts, and operational issues with a solid 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 setting 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 explicit 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.
Require

📌 Application Production Support Specialist Hyderabad
🏢 Radiant Digital
📍 Hyderabad