1. Job Summary
2. We are looking for an experienced L2 Production Support Engineer to manage production incidents, monitor application and infrastructure health, and ensure high availability of business-critical services. The candidate will be responsible for event management, incident triage, root cause analysis, alert monitoring, and coordination with L1, L3, DevOps, infrastructure, and application teams through a Mission Control environment.
3. The ideal candidate should have hands-on experience with ServiceNow, Splunk, AppDynamics, ThousandEyes, and production monitoring tools.
4. Key Responsibilities

- Monitor production applications, infrastructure, and business services using monitoring and observability tools.
- Perform L2 production support activities, including incident investigation, troubleshooting, and resolution.
- Manage real-time alerts, events, and incidents through the Event Management / Mission Control function.
- Monitor application logs, system performance, availability, and transaction failures using Splunk, AppDynamics, and ThousandEyes.
- Analyze alerts and correlate events to identify potential service disruptions and reduce alert noise.
- Create, update, assign, and track incidents, problems, and change requests in ServiceNow.
- Perform initial impact assessment, incident prioritization, and escalation based on severity and SLA requirements.
- Troubleshoot application errors, service outages, connectivity issues, performance degradation, and recurring incidents.
- Collaborate with L1 support, L3 engineering, application development, database, network, middleware, and infrastructure teams.
- Perform root cause analysis (RCA) and contribute to problem management and preventive action plans.
- Support major incident management, bridge calls, stakeholder communication, and service restoration activities.
- Maintain incident documentation, troubleshooting procedures, operational runbooks, and knowledge articles.
- Identify recurring alerts and incidents and recommend automation or monitoring improvements.
- Participate in shift rotations, weekend support, and 24/7 operations, as required.
- Ensure compliance with operational procedures, SLAs, OLAs, and ITIL best practices.

1. Required Technical Skills
2. 1. L2 Production Support





- Hands-on experience in application or infrastructure production support.
- Incident triage, troubleshooting, service restoration, and escalation management.
- Knowledge of application logs, system health checks, and performance monitoring.
- Experience supporting business-critical production environments.

1. 2. Event Management / Mission Control

- Experience with real-time event monitoring and alert management.
- Ability to correlate events, identify service-impacting alerts, and prioritize incidents.
- Knowledge of event-to-incident workflows and major incident escalation procedures.
- Experience working in a centralized IT operations or Mission Control environment.

1. 3. ServiceNow

- Experience with ServiceNow Incident Management, Problem Management, and Change Management.
- Ability to create, update, assign, and resolve incidents while maintaining accurate ticket documentation.
- Understanding of incident priority, severity, SLA tracking, and escalation workflows.
- Exposure to ServiceNow ITOM / Event Management is an advantage.

1. 4. Monitoring and Observability Tools

- Splunk: Log analysis, searching, filtering, troubleshooting, and identifying application errors.
- AppDynamics: Application performance monitoring, transaction tracing, response-time analysis, and identifying bottlenecks.
- ThousandEyes: Network and application connectivity monitoring, path visualization, latency analysis, packet loss, and availability troubleshooting.

1. 5. Additional Technical Knowledge

- Basic understanding of Linux/Unix and Windows operating systems.
- Knowledge of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, latency, and connectivity troubleshooting.
- Basic SQL knowledge for data validation and troubleshooting.
- Understanding of REST APIs, web applications, middleware, and distributed application environments is preferred.

1.



Required Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 3–7 years of experience in IT production support, application support, or IT operations.
- Hands-on experience with ServiceNow and at least one major monitoring or observability tool.
- Strong analytical, troubleshooting, communication, and incident management skills.
- Familiarity with ITIL processes and SLA-driven support environments.
- Ability to work under pressure and handle multiple production incidents simultaneously.

1. Preferred Qualifications

- ITIL Foundation certification.
- Experience with ServiceNow ITOM / Event Management.
- Exposure to major incident management and root cause analysis.
- Experience in enterprise, banking, telecom, retail, or other high-availability environments.
- Knowledge of automation and scripting using Shell, Python, or PowerShell.

1. Key Performance Indicators (KPIs)

- Incident response and resolution time.
- SLA compliance.
- Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR).
- Production service availability and monitoring effectiveness.
- Reduction in recurring incidents and false-positive alerts.
- Quality of incident documentation and root cause analysis.

1. Ideal Candidate Profile
2. The ideal candidate is a technically solid L2 Production Support Engineer with hands-on experience in incident and event management, ServiceNow ticketing, production monitoring, and application/network troubleshooting. The candidate should be capable of quickly identifying service-impacting issues, coordinating with resolver teams, and restoring services while maintaining SLA commitments and operational stability.
3. Key skills for the role

- L2 Production Support
- Event Management / Mission Control
- ServiceNow ITSM / ITOM
- Production Monitoring and Alert Management
- Splunk
- AppDynamics
- ThousandEyes
- Incident, Problem and Major Incident Management
- Root Cause Analysis (RCA)
- ITIL and SLA Management

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Skills:- Production support, Event Management, Linux/Unix, Splunk, AppDynamics, ThousandEyes, ServiceNow and Mission Control

📌 Production Support Engineer (Bengaluru)
🏢 VY SYSTEMS PRIVATE
📍 Bengaluru