Position Description:

Production Support Lead – L1 & L2 (API & AWS)

Experience: 4–10 years
Location:Chennai/Bangalore
Employment Type: Full time

Job Summary
We are looking for a skilled Production Support Engineer to provide L1 and L2 application support for business critical production systems hosted on AWS. The candidate will be responsible for monitoring applications, troubleshooting production incidents, analyzing API failures, identifying root causes, and ensuring system availability and performance.
The ideal candidate should have hands on experience with REST APIs, AWS services, log analysis, SQL, incident management, and IT service management processes.

Your future duties and responsibilities:

Key Responsibilities
L1 Production Support

. Monitor production applications, dashboards, alerts, and system health.
. Perform initial incident triage, impact assessment, and ticket classification.
. Troubleshoot common application, API, connectivity, and access related issues.
. Analyze application logs and error messages to identify known issues.
. Respond to incidents within defined SLAs and escalate complex issues to L2/L3 teams.
. Handle service requests, routine operational checks, and batch job monitoring.
. Maintain incident records, support documentation, and shift handover notes.

L2 Application & Production Support

. Perform detailed troubleshooting of application and production issues.
. Analyze API failures, HTTP status codes, request/response payloads, and integration errors.
. Investigate application logs, stack traces, database errors, and performance issues.
. Troubleshoot failed jobs, scheduled tasks, data processing issues, and service dependencies.
. Perform root cause analysis (RCA)



and recommend permanent fixes or preventive measures.
. Coordinate with development, DevOps, infrastructure, database, and third party teams.
. Support production releases, deployments, post deployment validation, and rollback activities.
. Identify recurring incidents and contribute to problem management and automation.

API Support

. Troubleshoot REST APIs using Postman, Swagger, or similar tools.
. Understand HTTP methods such as GET, POST, PUT, PATCH, and DELETE.
. Analyze HTTP status codes such as 200, 400, 401, 403, 404, 429, and 500.
. Validate request headers, authentication tokens, payloads, response data, and API endpoints.
. Investigate API timeouts, latency, authentication failures, and integration issues.
. Understand JSON, OAuth 2.0, API keys, and basic API gateway concepts.

AWS & Cloud Support

. Monitor and troubleshoot applications running on AWS.
. Working knowledge of AWS services such as: Amazon CloudWatch for logs, metrics, alarms, and monitoring. Amazon EC2 for instance and application troubleshooting. Amazon S3 for file storage and access related issues. AWS IAM for roles, permissions, and access troubleshooting. AWS Lambda for serverless application and execution failures. Elastic Load Balancing and Amazon API Gateway for connectivity and API issues.
.



Analyze AWS logs and metrics to identify infrastructure or application problems.
. Troubleshoot resource utilization, connectivity, permission, and availability issues.
. Support deployments and operational checks in coordination with DevOps teams.
-#LI-AD11

Skills:

- AWS AI Services
- Communication
- Production Support
- Service Request Management

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop creative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Production Support Lead (Bengaluru)
🏢 CGI
📍 Bengaluru