Job Role: Production Support, CHIP Platform Operations (L1 Support)
Department: BI&T; CT CHIP Platform Engineering — Production Operations
The Production Support Specialist, Platform Operations (L1 Support) serves as the first point of contact for operational support of the CHIP (Cell Health Intelligence Platform) platform and its constituent applications. This role is responsible for receiving and triaging incoming incidents and service requests, monitoring platform health, executing documented operational procedures, and ensuring timely resolution or escalation to L2 (BMS Hyderabad CHIP Engineering) or L3 (BMS US Technical Delivery Leads).
CHIP is a multi-tier platform running on AWS, comprising FastAPI/Django Platform APIs, a React micro frontend shell, PostgreSQL/Aurora databases, Camunda workflow orchestration services, and a set of domain microservices (applications). The platform supports cell therapy manufacturing and quality control operations necessitating high availability. Incident Management & User Support:
Serve as the primary front-line support contact for all CHIP platform applications including the Platform API, React shell frontend, authentication service, workflow engine, and domain microservices.
Receive, categorize, prioritize, and track incidents and service requests through ServiceNow and Jira.
Ensure all support tickets are handled in accordance with established CHIP SLAs, differentiating between P1 (platform down), P2 (degraded functionality), and P3/P4 (non-critical) severity tiers.
Operational Monitoring
~ Monitor CHIP platform health using AWS CloudWatch dashboards, CloudWatch Logs Insights, and Grafana observability boards — covering API response times, error rates, and infrastructure metrics across ECS/EKS

Monitor scheduled jobs and microservice workflows executed via Camunda and AWS Step Functions; Track database availability, connection pool saturation, and query error rates on the PostgreSQL/Aurora RDS clusters.
Escalate recurring or unresolved anomalies to L2 (BMS Hyderabad Engineering) with full diagnostic context.
Support user onboarding activities, including CHIP application access setup, and RBAC role provisioning workflows.
Assist users experiencing authentication failures, Ping SSO redirect issues, JWT token expiry errors, and RBAC permission denials.
Coordinate with L2 for access changes that require direct database or role modifications beyond the L1 scope.
API health restarts,



ECS task replacements, database connection resets, Camunda workflow resubmissions.
Document all troubleshooting steps, actions taken, and resolution outcomes directly in the ServiceNow or Jira ticket.
Perform initial diagnosis to determine issue root cause, impact, and severity — distinguishing between application-layer bugs, infrastructure failures, data integrity issues, and user error.
Gather supporting evidence: CloudWatch log excerpts, API error responses ( status codes, stack traces from /api/* endpoints), database query results, screenshots, and user reproduction steps.
L1 → L2 BMS Hyderabad Engineering → L3 US Technical Delivery Leads, with bridges opened per the incident response procedure.
Maintain CHIP operational knowledge articles, FAQs, and runbooks in GitHub and the ServiceNow Knowledge Base.
Capture lessons learned from incidents, particularly for authentication flows, database connectivity failures, and workflow execution errors.
Support end-user enablement through basic guidance on CHIP platform features, API usage, and access workflows.
Support generation of CloudWatch and Grafana operational dashboards for CHIP platform KPIs.
Bachelor's degree in computer science, Information Technology, Computer Engineering, or related field.
Experience in application support, platform operations, service desk, or technical operations roles.
Hands-on experience with AWS CloudWatch — including dashboards, log groups, Logs Insights queries, and metric alarms.
Solid SQL skills sufficient to validate data integrity, query PostgreSQL databases, inspect application records, and diagnose data-layer issues without modifying production data.
Ability to navigate GitHub repositories to locate runbooks, configuration files, deployment documentation, and release notes. Experience with ITSM ticketing platforms: ServiceNow or Jira.
ability to isolate whether an issue is in the frontend, API, database, or identity layer.
ability to communicate technical findings clearly to non-technical users and to L2 engineers.




Experience supporting REST APIs built on Python frameworks (FastAPI or Django); ability to read Python stack traces and identify error origins.
Experience with AWS services relevant to the CHIP platform: ECS/EKS (container health, task failures), RDS/Aurora PostgreSQL (connection issues, slow queries), S3 (data access errors), Lambda, Step Functions, and CloudWatch.
Familiarity with Docker concepts: container restarts, health check failures, image versioning — sufficient to understand ECS task failure events.
Exposure to Camunda or similar BPMN workflow engines: monitoring workflow instance state, identifying stuck or failed process instances.
Understanding of ITIL processes: Ability to read GitHub Actions CI/CD pipeline run results and identify failed deployment steps from a monitoring and support perspective — not development.
Familiarity with React single-page application behavior sufficient to distinguish frontend-side errors (browser console errors, failed network calls) from backend failures.
Knowledge of PostgreSQL connection pooling concepts (pool exhaustion, max connections) and how they manifest as application errors.
user experience is key to trust
Problem Solving — Ability to reason through multi-layer systems (browser → API → database → identity) to isolate failure points.
Attention to Detail — Accurate ticket documentation and log collection are the foundation of L2 investigation.
Escalation Judgment — Knowing when to escalate (not too early, never too late) is a core L1 skill.
Continuous Learning — CHIP evolves over time so current capabilities (RBAC, audit, Camunda, Databricks) will enter production operations scope over time.
Communication Skills — Bridge between non-technical users reporting problems and engineering teams diagnosing root causes.
It is the policy of Syngene to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable legislation or local law. In addition, Syngene will provide reasonable accommodations for qualified individuals with disabilities.

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