Role Purpose

Provide first-line production support through monitoring, ticket triage, standard troubleshooting, evidence collection and timely escalation in a 24x7 banking setting.

Key Responsibilities

- Monitor production dashboards and respond to alerts according to SOP.
- Receive, categorise, prioritise and acknowledge incidents and service requests.
- Perform approved first-level troubleshooting using runbooks and known errors.
- Check API availability, HTTP responses, standard logs and application dashboards.
- Collect timestamps, correlation IDs, request details, logs and screenshots before escalation.
- Track tickets against SLA and escalate high-impact or unclear cases promptly.
- Handle standard BAU and service requests within authorised procedures.
- Update Jira or the ITSM tool with accurate actions, evidence,



owner and next step.
- Complete health checks, release sanity checks and shift handovers.
- Follow access, security, incident, change and production-control requirements.
- Contribute resolved cases to SOP and knowledge updates.

Required Skills

- Application production support
- Linux basics
- SQL basics
- REST API and HTTP basics
- Monitoring tools
- Jira, ServiceNow or equivalent
- Hands on experience on Kubernetes
- Microservices fundamentals
- Written communication
- 24x7 shift discipline

Preferred Experience

- Banking or payment support
- Postman
- Apigee or API gateway exposure
- Kubernetes

📌 Application Support Engineer (Mumbai)
🏢 SID Global Solutions
📍 Mumbai