Incident Management Associate

L2 Production Support, Event Management, Incident Management, ServiceNow, and monitoring tools such as Splunk, AppDynamics, and ThousandEyes for application monitoring, troubleshooting, and issue resolution.

1. Job Summary
2. We are looking for an experienced L2 Production Support Engineer to manage production incidents, monitor application and infrastructure health, and ensure high availability of business-critical services. The candidate will be responsible for event management, incident triage, root cause analysis, alert monitoring, and coordination with L1, L3, DevOps, infrastructure, and application teams through a Mission Control environment.
3. The ideal candidate should have hands-on experience with ServiceNow, Splunk, AppDynamics, ThousandEyes, and production monitoring tools.
4. Key Responsibilities

• Monitor production applications, infrastructure, and business services using monitoring and observability tools.
• Perform L2 production support activities, including incident investigation, troubleshooting, and resolution.
• Manage real-time alerts, events, and incidents through the Event Management / Mission Control function.
• Monitor application logs, system performance, availability, and transaction failures using Splunk, AppDynamics, and ThousandEyes.
• Analyze alerts and correlate events to identify potential service disruptions and reduce alert noise.
• Create, update, assign, and track incidents, problems, and change requests in ServiceNow.
• Perform initial impact assessment, incident prioritization, and escalation based on severity and SLA requirements.
• Troubleshoot application errors, service outages, connectivity issues, performance degradation, and recurring incidents.
• Collaborate with L1 support, L3 engineering, application development, database, network, middleware, and infrastructure teams.
• Perform root cause analysis (RCA) and contribute to problem management and preventive action plans.
• Support major incident management, bridge calls, stakeholder communication, and service restoration activities.
• Maintain incident documentation, troubleshooting procedures, operational runbooks, and knowledge articles.
• Identify recurring alerts and incidents and recommend automation or monitoring improvements.
• Participate in shift rotations, weekend support, and 24/7 operations, as required.
• Ensure compliance with operational procedures, SLAs, OLAs, and ITIL best practices.

1. Required Technical Skills
2. 1. L2 Production Support

• Hands-on experience in application or infrastructure production support.
• Incident triage, troubleshooting, service restoration, and escalation management.
• Knowledge of application logs, system health checks, and performance monitoring.
• Experience supporting business-critical production environments.

1. 2. Event Management / Mission Control

• Experience with real-time event monitoring and alert management.
• Ability to correlate events, identify service-impacting alerts, and prioritize incidents.
• Knowledge of event-to-incident workflows and major incident escalation procedures.
• Experience working in a centralized IT operations or Mission Control environment.

1. 3. ServiceNow

• Experience with ServiceNow Incident Management, Problem Management, and Change Management.
• Ability to create, update, assign, and resolve incidents while maintaining accurate ticket documentation.
• Understanding of incident priority, severity, SLA tracking, and escalation workflows.
• Exposure to ServiceNow ITOM / Event Management is an advantage.

1. 4. Monitoring and Observability Tools

• Splunk: Log analysis, searching, filtering, troubleshooting, and identifying application errors.
• AppDynamics: Application performance monitoring, transaction tracing, response-time analysis, and identifying bottlenecks.
• ThousandEyes: Network and application connectivity monitoring, path visualization, latency analysis, packet loss, and availability troubleshooting.

1. 5. Additional Technical Knowledge

• Basic understanding of Linux/Unix and Windows operating systems.
• Knowledge of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, latency, and connectivity troubleshooting.
• Basic SQL knowledge for data validation and troubleshooting.
• Understanding of REST APIs, web applications, middleware, and distributed application environments is preferred.

1. Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3–7 years of experience in IT production support, application support, or IT operations.
• Hands-on experience with ServiceNow and at least one major monitoring or observability tool.
• Strong analytical, troubleshooting, communication, and incident management skills.
• Familiarity with ITIL processes and SLA-driven support environments.
• Ability to work under pressure and handle multiple production incidents simultaneously.

1. Preferred Qualifications

• ITIL Foundation certification.
• Experience with ServiceNow ITOM / Event Management.
• Exposure to major incident management and root cause analysis.
• Experience in enterprise, banking, telecom, retail, or other high-availability environments.
• Knowledge of automation and scripting using Shell, Python, or PowerShell.

1. Key Performance Indicators (KPIs)

• Incident response and resolution time.
• SLA compliance.
• Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR).
• Production service availability and monitoring effectiveness.
• Reduction in recurring incidents and false-positive alerts.
• Quality of incident documentation and root cause analysis.

1. Ideal Candidate Profile
2. The ideal candidate is a technically strong L2 Production Support Engineer with hands-on experience in incident and event management, ServiceNow ticketing, production monitoring, and application/network troubleshooting. The candidate should be capable of quickly identifying service-impacting issues, coordinating with resolver teams, and restoring services while maintaining SLA commitments and operational stability.
3. Key skills for the role

• L2 Production Support
• Event Management / Mission Control
• ServiceNow ITSM / ITOM
• Production Monitoring and Alert Management
• Splunk
• AppDynamics
• ThousandEyes
• Incident, Problem and Major Incident Management
• Root Cause Analysis (RCA)
• ITIL and SLA Management

Mandatory Skills: L2 Production Support, Event Management / Mission Control, Incident Management, Linux, Linux, observability, and batch monitoring

Primary Skills:

• L2 Production Support, Event Management / Mission Control, ServiceNow, Production Monitoring, Splunk / AppDynamics / ThousandEyes

ob Summary

We are looking for a skilled Application Production Support Engineer to support business-critical applications, manage production incidents, and ensure the availability, stability, and performance of applications. The ideal candidate will have experience in production support, event management, incident management, and monitoring tools such as ServiceNow, Splunk, AppDynamics, and ThousandEyes.

The role requires strong troubleshooting and analytical skills, effective communication, and the ability to work in a fast-paced production environment while meeting defined Service Level Agreements (SLAs).

Key Responsibilities

• Provide L1/L2/L3 application production support, as applicable, to ensure high availability and reliability of business applications.
• Monitor application health, availability, performance, and infrastructure events using Splunk, AppDynamics, and ThousandEyes.
• Perform event monitoring, event correlation, alert analysis, and prioritization to identify potential production issues.
• Manage incidents, service requests, problems, and change requests through ServiceNow.
• Investigate production incidents, perform initial troubleshooting, analyze logs, and identify the root cause of application failures.
• Coordinate with application development, infrastructure, database, network, and other support teams to resolve incidents within agreed SLAs.
• Perform impact assessment, incident escalation, and stakeholder communication during major incidents.
• Analyze application logs, dashboards, alerts, and performance metrics to identify trends and recurring issues.
• Participate in major incident management, problem management, and root-cause analysis (RCA).
• Support application deployments, production releases, scheduled maintenance, and post-deployment validation.
• Maintain incident records, troubleshooting steps, knowledge articles, operational procedures, and support documentation.
• Identify opportunities to reduce recurring incidents through proactive monitoring, automation, and continuous improvement.
• Participate in shift handovers and provide clear updates on ongoing incidents and operational risks.

Required Skills and Qualifications

• Hands-on experience in Application Production Support or IT Operations.
• Good understanding of incident management, event management, problem management, and change management processes.
• Experience working with ServiceNow for incident logging, tracking, prioritization, escalation, and resolution.
• Working knowledge of Splunk for log analysis, searching, troubleshooting, and monitoring.
• Experience with AppDynamics for application performance monitoring, transaction analysis, and identifying performance bottlenecks.
• Familiarity with ThousandEyes for network and application delivery visibility, connectivity monitoring, and performance troubleshooting.
• Strong analytical, troubleshooting, and problem-solving skills.
• Understanding of SLAs, KPIs, incident priorities, escalation matrices, and operational procedures.
• Excellent communication and stakeholder management skills.
• Ability to work independently and collaborate with cross-functional teams.

Preferred Qualifications

• ITIL Foundation certification or knowledge of ITIL practices.
• Experience supporting enterprise applications in a 24/7 production environment.
• Knowledge of Linux/Unix commands, SQL queries, application logs, and basic networking concepts.
• Familiarity with dashboards, alert tuning, event correlation, and monitoring automation.
• Experience participating in major incident bridges and preparing RCA reports.

Key Competencies

• Production incident management
• Event monitoring and alert management
• Application performance monitoring
• Root-cause analysis and troubleshooting
• SLA and operational compliance
• Cross-team coordination and communication
• Documentation and continuous service improvement

Work Environment

• Location: Hyderabad
• Work Mode: As per project requirements
• Shift: Rotational shifts or 24/7 support coverage, if required
• Support Model: L1/L2/L3, depending on the application and team structure

Expected Outcome

Ensure stable application operations through proactive monitoring, timely incident resolution, effective event management, adherence to SLAs, and continuous improvement of production support processes.

Job Summary:

We are looking for an experienced L2 Production Support Engineer with hands-on experience in event management, incident handling, ServiceNow, and monitoring tools. The ideal candidate should have strong troubleshooting skills and experience in maintaining production system stability and resolving technical issues within defined SLAs.

Primary Skills:

• L2 Production Support
• Event Management and Incident Management
• ServiceNow
• Monitoring tools such as Splunk, AppDynamics, or ThousandEyes

Secondary Skills:

• Batch Monitoring and Scheduling
• Unix/Linux troubleshooting
• Windows Server troubleshooting

Key Responsibilities:

• Monitor production systems and applications to ensure availability and stability.
• Handle L2 incidents, events, alerts, and service requests.
• Use ServiceNow for incident logging, tracking, prioritization, and resolution.
• Analyze monitoring alerts using Splunk, AppDynamics, or ThousandEyes.
• Perform initial troubleshooting, identify root causes, and coordinate with relevant teams for issue resolution.
• Monitor batch jobs and scheduled tasks, and troubleshoot failures.
• Perform basic Unix/Linux and Windows Server troubleshooting.
• Ensure timely incident resolution in accordance with SLA requirements.
• Maintain incident records and provide updates to stakeholders.

L2 Production Support, Event Management / Mission Control, Incident Management, Linux, Linux, observability, and batch monitoring

We are looking for an Application Support Engineer with experience in Linux/Unix, Windows administration, application monitoring, and production support. The candidate should be skilled in incident management, troubleshooting, and monitoring tools such as Splunk, Grafana, and AppDynamics.

Responsibilities

• Provide application and production support, ensuring system availability and stability.
• Troubleshoot application, server, and infrastructure issues across Linux/Unix and Windows environments.
• Monitor application performance using Splunk, Grafana, and AppDynamics.
• Manage incidents, service requests, and changes through ServiceNow.
• Perform root cause analysis and coordinate with relevant teams to resolve issues.
• Ensure SLA compliance and minimize service disruptions.

Required Skills

• Application Support / Production Support
• Linux/Unix and Windows
• Monitoring tools: Splunk, Grafana, AppDynamics
• ITSM tool: ServiceNow
• Incident, problem, and change management
• Strong troubleshooting and communication skills

The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.

Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link

Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog

Responsibilities

1. Incident Handling & Production Support
2. Escalation & Coordination
3. Monitoring & Alerts
4. Documentation & SOP Adherence
5. Customer Interaction

Requirements and Qualifications:

1. Minimum 1 year of experience as App support or product support
2. Basic understanding of APIs, JSON, request/response flow.
3. Ability to read logs and use monitoring tools.
4. Strong communication and customer-handling skills.

Location: Bangalore, Karnataka

Site Reliability Engineer (SRE) / Production Support Engineer

Experience: 5–10 Years

Location: Hyderabad

Work Mode: Face-to-Face Drive

Shift: Rotational Shifts

Job Description

Looking for an experienced SRE / Production Support Engineer with strong experience in application and production support, incident management, monitoring, troubleshooting, and cloud operations.

Key Skills

Production Support, Incident Management, Splunk, APM, SLI/SLO, Cloud, Kubernetes, Docker, Terraform, Linux/Windows Administration, Shell Scripting and Python.

Good understanding of production deployments, batch monitoring, network/load balancing, and troubleshooting is required.

Candidates from SRE, Production Support, Application Support, Cloud Operations, or DevOps backgrounds are preferred.

Position Title: Network Operations Center (NOC) Analyst

Experience Required: 3+ Years

Working Mode: Remote

Preferred Location: Hyderabad / Bangalore / Chennai

Shift Timing: Rotational Shifts (US Timings)

About the Role

We are looking for a proactive and technically strong NOC Analyst to support MSP clients' enterprise network infrastructure. The ideal candidate should have hands-on experience in network monitoring, monitoring tool administration, incident management, basic network troubleshooting, documentation, and coordination with ISP, Field Engineers, and customers while ensuring maximum network availability and SLA compliance.

Mandatory Requirements

·       Strong communication skills with customers and technical teams.

·       Minimum 3+ years of experience in Enterprise NOC / Network Operations.

·       Experience working in 24×7 rotational shift environments.

·       Good understanding of Enterprise Network Monitoring and ITIL-based Incident Management.

·       MSP environment experience.&ITIL Foundation certification.

·       Exposure to AWS/Azure networking is an added advantage.

·       Valid CCNA Certification.( Preferred )

Technical Skills Required

Networking: TCP/IP, DNS, DHCP, Subnetting, IPv4 Addressing, LAN/WAN, VPN

Routing & Switching: Basic troubleshooting of OSPF, BGP; good understanding of VLAN, STP and Trunking

Monitoring Protocols: SNMP, Syslog, NetFlow, Telemetry

Monitoring Tools: SolarWinds, LogicMonitor, Auvik, PRTG, Zabbix, Nagios, ManageEngine

Ticketing Tools: ServiceNow, ConnectWise, Jira, Zendesk

Basic Knowledge: Windows Server, Linux, Network Devices, Firewall Concepts

Key Responsibilities

Network Monitoring

·       Monitor enterprise network infrastructure using monitoring platforms.

·       Integrate and onboard new network devices/nodes into monitoring tools.

·       Configure and maintain monitoring templates, thresholds, and alert profiles.

·       Ensure continuous availability of monitored infrastructure.

Incident Management

·       Monitor alerts and incidents generated from monitoring platforms.

·       Perform ticket triaging, categorization and prioritization.

·       Perform Level-1 and basic Level-2 network troubleshooting.

·       Escalate incidents appropriately and ensure SLA compliance.

Network Troubleshooting

·       Basic troubleshooting of OSPF, BGP, Routing & Switching.

·       Troubleshoot DNS, DHCP, TCP/IP, LAN/WAN, VPN and network reachability.

·       Perform subnet calculations and IP addressing validation.

Monitoring Protocols

·       Hands-on knowledge of SNMP, Syslog, NetFlow and Telemetry.

·       Understand device discovery, performance monitoring, fault monitoring and alert generation.

Coordination & Documentation

·       Coordinate with Field Engineers, ISP providers, Client Technical Teams and internal L2/L3 teams.

·       Track incidents until complete resolution.

·       Prepare RCA, SOP, Incident Reports, Shift Handover Documents, Knowledge Base Articles and Weekly/Monthly Operational Reports.

Educational Qualification

Bachelor's Degree in Computer Science, Information Technology, Electronics, or a related field.

Notice Period

Immediate Joiners / Short Notice Candidates Preferred.