ob Summary

We are looking for a skilled Application Production Support Engineer to support business-critical applications, manage production incidents, and ensure the availability, stability, and performance of applications. The ideal candidate will have experience in production support, event management, incident management, and monitoring tools such as ServiceNow, Splunk, AppDynamics, and ThousandEyes.

The role requires strong troubleshooting and analytical skills, effective communication, and the ability to work in a fast-paced production environment while meeting defined Service Level Agreements (SLAs).

Key Responsibilities

- Provide L1/L2/L3 application production support, as applicable, to ensure high availability and reliability of business applications.
- Monitor application health, availability, performance, and infrastructure events using Splunk, AppDynamics, and ThousandEyes.
- Perform event monitoring, event correlation, alert analysis, and prioritization to identify potential production issues.
- Manage incidents, service requests, problems, and change requests through ServiceNow.
- Investigate production incidents, perform initial troubleshooting, analyze logs, and identify the root cause of application failures.
- Coordinate with application development, infrastructure, database, network, and other support teams to resolve incidents within agreed SLAs.
- Perform impact assessment, incident escalation, and stakeholder communication during major incidents.
- Analyze application logs, dashboards, alerts, and performance metrics to identify trends and recurring issues.




- Participate in major incident management, problem management, and root-cause analysis (RCA).
- Support application deployments, production releases, scheduled maintenance, and post-deployment validation.
- Maintain incident records, troubleshooting steps, knowledge articles, operational procedures, and support documentation.
- Identify opportunities to reduce recurring incidents through proactive monitoring, automation, and continuous improvement.
- Participate in shift handovers and provide clear updates on ongoing incidents and operational risks.

Required Skills and Qualifications

- Hands-on experience in Application Production Support or IT Operations.
- Good understanding of incident management, event management, problem management, and change management processes.
- Experience working with ServiceNow for incident logging, tracking, prioritization, escalation, and resolution.
- Working knowledge of Splunk for log analysis, searching, troubleshooting, and monitoring.
- Experience with AppDynamics for application performance monitoring, transaction analysis, and identifying performance bottlenecks.
- Familiarity with ThousandEyes for network and application delivery visibility, connectivity monitoring,



and performance troubleshooting.
- Strong analytical, troubleshooting, and problem-solving skills.
- Understanding of SLAs, KPIs, incident priorities, escalation matrices, and operational procedures.
- Excellent communication and stakeholder management skills.
- Ability to work independently and collaborate with cross-functional teams.

Preferred Qualifications

- ITIL Foundation certification or knowledge of ITIL practices.
- Experience supporting enterprise applications in a 24/7 production setting.
- Knowledge of Linux/Unix commands, SQL queries, application logs, and basic networking concepts.
- Familiarity with dashboards, alert tuning, event correlation, and monitoring automation.
- Experience participating in major incident bridges and preparing RCA reports.

Key Competencies

- Production incident management
- Event monitoring and alert management
- Application performance monitoring
- Root-cause analysis and troubleshooting
- SLA and operational compliance
- Cross-team coordination and communication
- Documentation and continuous service improvement

Work Environment

- Location: Hyderabad
- Work Mode: As per project requirements
- Shift: Rotational shifts or 24/7 support coverage, if required
- Support Model: L1/L2/L3, depending on the application and team structure

Expected Outcome

Ensure stable application operations through proactive monitoring, timely incident resolution, effective event management, adherence to SLAs, and continuous improvement of production support processes.

Skills:- MNC

📌 Application production support (Hyderabad)
🏢 VY SYSTEMS PRIVATE
📍 Hyderabad