Job DescriptionJob Summary / About the Role
nClient is seeking a technically solid 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.
nKey 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

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