Responsibilities
- Managing incidents: When software products fail to function as expected, production support engineers identify, diagnose, and find ways to resolve the issue. Often, they collaborate with other team members to address the problem.
- Preparing and documenting reports: These engineers prepare and maintain up-to-date documentation of systems and procedures, and other relevant information. Employers expect them to record every problem in the production environment.
- Troubleshooting issues: Production support engineers analyse various metrics and logs to understand the reason for system failure or non-performance. Using different debugging and diagnostic tools, these engineers find solutions to improve software performance.
- Contributing to product development: These engineers participate in every phase of the product development process, such as designing, building, and testing. They also create valuable tools, including internal software, to automate processes or platforms for customers to send reviews.
- Collaborating with other departments: Production support engineers collaborate with various cross-functional teams and work with developers, system administrators, and software engineers to solve production issues. They update senior leaders about the system status and share timely resolution progress.
- Suggesting improvements: Production support engineers receive a large amount of user feedback about products or systems. They respond directly to this by implementing tailored improvements.
- Enhancing system performance: Production support engineers identify potential improvement areas in the production system. Based on their skills, they implement suggestions, such as code optimisation and enhancement of the production infrastructure.
- Training new employees: These engineers guide new employees on using production support software packages.
- Must know about Relational Databases (either Postgres or Oracle).
- Know about SQL Queries.
- Knowledge of JBoss App server/ Weblogic/ Tomcat Apache required.
- Knowledge of basic Networking terms like telnet, ping, netstat, LAN, and WAN.