Production Support (Linux Based)

Job Description Production Support

1. Production & Application Support

- Provide L1 and L2 support (up to L3 when required) for IT applications/products in a production environment.

- Handle incidents, problems, and service requests related to application functionality and system configuration.

- Perform application monitoring, batch job monitoring, application & database log monitoring, and ensure overall system availability.

2. Incident & Problem Management

- Classify issues based on severity levels (Severity 14).

- Perform initial triage, preliminary investigation, and escalation to L2/L3 teams or vendors for complex issues.

- Prepare Root Cause Analysis (RCA) for recurring incidents or major incidents.

3. Service Desk & Documentation

- Create and manage incident and service request tickets via the Service Desk system.

- Document solutions and incident resolutions in the Knowledge Repository / Known Error Database (KEDB).

- Maintain and update technical documentation, as well as system setup or functional design documents when required.

Requirements:

a. Experience in IT Application Support / Product Support / Production Support.

b. Understanding of incident, problem, and change management (ITIL-based).

c. Ability to read and analyze application and database logs for troubleshooting purposes.

d. Strong communication skills when working with users, vendors, and internal teams.