Job Description
We are looking for a 24×7 Production Support Engineer (L1/L2) with hands-on experience in Linux, Managed File Transfer (MFT), and AWS. The candidate should have strong troubleshooting and debugging skills and be comfortable coordinating with upstream and downstream application teams to resolve production issues. Key Responsibilities: • Provide 24×7 L1/L2 production application support in a shift-based environment. • Monitor applications, interfaces, jobs, file transfers, and AWS infrastructure/services. • Troubleshoot Linux, MFT, application, connectivity, and file-transfer issues. • Perform log analysis, root-cause analysis, incident investigation, and issue resolution. • Monitor and troubleshoot MFT workflows, failed/ delayed file transfers, and partner connectivity. • Perform basic troubleshooting of AWS services, compute, storage, networking, and monitoring. • Coordinate effectively with upstream and downstream application/support teams for incident resolution. • Track incidents, provide timely updates, and escalate issues to L3/vendor teams when required. • Participate in incident, problem, and change management processes. • Prepare support documentation, SOPs, knowledge articles, and shift handover reports. • Follow SLA, incident management, and operational procedures. • Required Skills • Linux/Unix – strong troubleshooting and command-line skills. • MFT – hands-on experience with Managed File Transfer platforms and file-transfer troubleshooting. • AWS – working knowledge of AWS services and production troubleshooting. • Strong debugging, log analysis, and problem-solving skills. • Good understanding of TCP/IP, SFTP/FTP, SSH, DNS, and connectivity troubleshooting. • Experience working with production monitoring and alerting tools. • Strong communication and stakeholder-management skills. • Ability to coordinate with multiple upstream/downstream teams during critical incidents. Experience • 3–7 years of experience in production/application support, preferably in a 24×7 enterprise environment. • Preferred • ITIL/production support experience. • Experience with scripting such as Shell/Python. • Experience with incident, problem, and change management. • Experience handling P1/P2 production incidents and participating in on-call/shift rotations
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