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