Datamatics is a CMMI Level 5 company. Datamatics, a global Digital Solutions, Technology, and BPM Company, provides intelligent solutions for data-driven businesses to increase productivity and enhance the customer experience. With a completely digital approach, Datamatics portfolio spans across Information Technology Services, Business Process Management, Engineering Services, and Big Data & Analytics all powered by Artificial Intelligence.

It has established products in Robotic Process Automation, Intelligent Document Processing, Business Intelligence, and Automatic Fare Collection. Datamatics services global customers across Banking, Financial Services, Insurance, Healthcare, Manufacturing, International Organizations, and Media & Publishing. The Company has a presence across 4 continents with major delivery centers in the USA, India, and Philippines.

Job Role - L1 Production Support

Experience - 2 to 3 Years

Location - Bangalore - WFO -HYBRID - Weekend support required / Shift support on weekdays.

Job Summary

We are looking for an L1 Production Support Engineer to provide first-level technical and functional support for a business application comprising a mobile app (Android/iOS) and a web portal. The candidate will be responsible for handling user-reported issues, performing initial troubleshooting, managing incidents and service requests, and coordinating with L2/L3 support teams to ensure timely resolution and adherence to SLAs.

Key Responsibilities

1. Application Support

- Perform initial checks on application accessibility, login issues, transaction failures, and other reported problems.

2. Incident Management & Troubleshooting

- Log, categorize, prioritize,



and track incidents and service requests in tools such as ServiceNow, Jira.
- Perform initial troubleshooting for:

Login, authentication, and access-related issues. Mobile app crashes, loading issues, and performance problems.

Web portal accessibility and functional issues.

API-related errors and failed transactions.

Data synchronization issues between mobile apps and backend systems.

Document uploads, notifications, and other application functionalities.

- Collect relevant screenshots, error messages, timestamps, user details, device information, and logs for investigation.
- Resolve issues using documented SOPs and known-error workarounds.
- Escalate unresolved or complex issues to L2/L3 teams within defined timelines.

3. Mobile Application Support

- Provide initial support for Android and iOS application issues.
- Assist users with app installation, updates, cache clearing, login, and basic configuration.
- Troubleshoot device compatibility, network connectivity, and application permission issues.
- Coordinate with development teams for issues requiring code-level investigation.

4. Web Portal Support

- Troubleshoot portal login, access, page loading, and functional issues.
- Perform basic browser checks, cache clearing, and connectivity troubleshooting.




- Verify reported issues across supported browsers, where applicable.
- Assist users with role-based access and configuration-related issues and coordinate with development teams for issues requiring code-level investigation.

5. Incident Communication & SLA Management

- Acknowledge incidents and provide timely updates to users and stakeholders.
- Ensure incidents are handled within defined SLA timelines.
- Maintain transparent incident descriptions, troubleshooting steps, findings, and resolution details.
- Follow up with L2/L3 teams on pending issues and communicate progress to users.
- Identify high-impact incidents and escalate them through the appropriate channels.

6. Documentation & Reporting

- Maintain incident records, support trackers, and handover documents.
- Prepare daily support reports covering incident volume, pending tickets, SLA breaches, and critical issues.
- Maintain and update FAQs, knowledge articles, troubleshooting guides, and SOPs.
- Identify recurring incidents and share observations for root cause analysis and preventive action.

Required Skills & Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 23 years of experience in application support, production support, or technical support.
- Basic understanding of web applications, mobile applications, and client-server architecture.
- Knowledge of HTTP/HTTPS, REST APIs, request/response codes, and basic troubleshooting.

Interested candidates can call on (phone hidden) or share your resume on [email protected]

📌 Production Support Engineer (Bangalore Rural)
🏢 Datamatics
📍 Bangalore Rural