Role & responsibilities

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.

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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.

. 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.

Preferred candidate profile

Position Description

Production Support Lead L1 & L2 (API & AWS)

Experience: 10-13 years

Location: 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.

📌 Production Support - AWS Services (5-9 Years) (Bengaluru)
🏢 CGI
📍 Bengaluru