About the Job

We are seeking experienced L1 Production Support Engineers to join our 24x7 operations team. In this role, you will be responsible for real-time monitoring, incident management, and first-level troubleshooting across applications and infrastructure. You will work with leading monitoring and observability tools and collaborate with L2/L3 teams to ensure high availability and system reliability.

Roles & Responsibilities

• Ability to investigate issues via configuration screens and write basic SQL queries to support MSuite, Docsila, Telena, and future products
• Monitor applications, services, and infrastructure
• Perform incident detection and escalation as per defined SLAs
• Run and optimize SQL queries (joins, filters, aggregations) for data validation and issue analysis
• Execute SOPs, maintain shift handovers, and update incident logs
• Collaborate with Application Support teams for resolution
• Ensure adherence to ITIL processes (Incident, Problem, Change Management)

Required Skills & Qualifications

• Strong understanding of monitoring and observability tools
• Proficiency in writing SQL queries for data analysis and troubleshooting
• Familiarity with ITIL processes and incident management
• Ability to work in a fast-paced, 24x7 production environment
• Excellent communication and collaboration skills