Senior Production Support Engineer

Senior Production Support Engineer

Gurugram, India

Technical Support (SL3) BCM Industry Req. VR-125557 14/10/2026

Project description Join a high-performing Production Support team responsible for maintaining and enhancing critical enterprise applications supporting business operations. The role involves providing L2/L3 application support, managing production incidents, driving problem resolution, and ensuring high availability of .NET-based applications, APIs, and microservices. You will work closely with development, infrastructure, QA, and business teams to troubleshoot complex issues, support releases, and maintain operational excellence within a fast-paced production environment.

The position requires strong expertise in ServiceNow ITSM processes, release management, SQL Server support, monitoring and alerting tools, and production support best practices. The engineer will play a key role in incident management, root cause analysis, change implementation, SLA adherence, and continuous service improvement initiatives while supporting business-critical systems and customer-facing applications.

Responsibilities

• Provide L2/L3 production support for enterprise applications with a focus on incident, problem, and change management.
• Manage and administer ServiceNow tickets, workflows, dashboards, and support processes.
• Drive release management activities, including deployment planning, validation, rollback readiness, and post-release support.
• Troubleshoot and resolve complex production issues across application, database, and infrastructure layers.
• Support .NET applications, APIs, and microservices-based architectures.
• Collaborate with development, QA, business, and infrastructure teams to ensure application stability and availability.
• Perform root cause analysis (RCA) and implement preventive and corrective actions.
• Monitor application health, system performance, and service availability against SLAs.
• Prepare operational documentation, knowledge articles, support runbooks, and support metrics.

Skills

• Must have Required Technical Skills:
• Strong experience in Production/Application Support environments.
• Hands-on experience with ServiceNow Administration and ITSM processes.
• Solid understanding of Release Management and deployment processes.
• Strong troubleshooting expertise in .NET applications, Web APIs, and Microservices.
• Experience in Database Support (SQL Server preferred), query analysis, and issue resolution.
• Knowledge of incident management, problem management, change management, and SLA tracking.
• Experience with application monitoring, logging, and production support tools.

Soft Skills:

• Excellent verbal and written communication skills.

• Strong stakeholder and customer management capabilities.

• Ability to coordinate with global teams and business users.

• Strong analytical and problem-solving skills.

• Ability to work in a fast-paced production support environment and manage critical incidents.

• Nice to have

• N/A

• Other

• Languages

• English: C1 Advanced

• Seniority

• Senior

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