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 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 environment 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. Require

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