Production Monitoring Engineer

About the Role

Key Responsibilities

1. Production Monitoring

• Monitor production applications, services, APIs, servers, databases, integrations and scheduled jobs.
• Monitor system health, availability, performance and error alerts.
• Identify system failures, abnormal behaviour and potential production incidents.
• Respond promptly to alerts and incidents based on defined severity and response timelines.
• Ensure critical production issues are tracked until resolution.

2. Incident Troubleshooting & Resolution

• Investigate application and system issues reported through monitoring systems, customers or internal teams.
• Analyse application logs, server logs and error messages to identify the cause of incidents.
• Troubleshoot API failures, integration issues, data issues, service failures and configuration problems.
• Perform basic service restarts, job reruns, configuration changes and other approved operational fixes.
• Resolve recurring operational issues and identify opportunities for automation.
• Follow established runbooks and troubleshooting procedures.

3. Application & Technical Support

• Provide Level 1/Level 2 technical support for production systems.
• Investigate application errors and determine whether an issue is related to application code, infrastructure, configuration, data or external dependencies.
• Perform basic SQL/database checks and queries where required.
• Troubleshoot API requests/responses and integration failures.
• Validate fixes after deployment and confirm that systems are functioning normally.
• Support production deployments and post-deployment monitoring where required.

4. Bug Identification & Engineering Coordination

• Identify genuine application defects during production monitoring and troubleshooting.
• Create detailed technical tickets for Engineering with:
  • Issue description
  • Impact
  • Time of occurrence
  • Error/log details
  • Steps to reproduce
  • Screenshots or relevant evidence
  • Initial troubleshooting performed
• Coordinate with Engineering/DevOps teams for resolution of issues requiring code or infrastructure changes.
• Track incidents through to closure and validate the final fix.

5. Incident Management

• Classify incidents based on severity and business impact.
• Follow defined escalation procedures for critical incidents.
• Communicate clearly with relevant stakeholders during major incidents.
• Maintain incident records and resolution timelines.
• Participate in post-incident reviews and contribute to Root Cause Analysis (RCA).
• Identify recurring issues and recommend preventive measures.

6. Shift Operations

• Work in rotational shifts as required, including weekends and/or night shifts.
• Ensure proper handover between shifts.
• Maintain a clear shift log covering:
  • Open incidents
  • Resolved incidents
  • Pending issues
  • Alerts requiring monitoring
  • Escalations
  • Planned maintenance or deployments
• Ensure no critical issue is missed during shift transitions.

Required Skills

• 1–4 years of experience in Technical Support, Application Support, Production Support, IT Operations, NOC or a similar technical role.
• Good understanding of application and system troubleshooting.
• Experience working with production environments.
• Ability to read and interpret application/server logs.
• Basic SQL knowledge.
• Understanding of REST APIs and HTTP status codes.
• Basic understanding of Linux/Unix systems and command-line troubleshooting.
• Familiarity with monitoring and alerting tools.
• Ability to troubleshoot issues systematically rather than relying only on predefined solutions.
• Good understanding of incident management and escalation processes.
• Strong documentation and communication skills.
• Willingness to work in rotational shifts.
• Strong communication skills

Good to Have

• Prior experience of working with customers on IT management
• Experience with cloud platforms such as AWS, Azure or GCP.
• Experience with tools such as Grafana, Prometheus, Datadog, New Relic, ELK/Kibana or similar monitoring platforms.
• Basic knowledge of Docker/Kubernetes.
• Experience with Git.
• Basic scripting knowledge using Python, Shell or similar.
• Experience with Jira or other incident/ticket management systems.
• Experience supporting SaaS or B2B technology products.
• Experience working with AI/ML platforms or data-intensive applications.

Key Attributes

• Strong troubleshooting mindset.
• Calm and methodical during production incidents.
• Comfortable working independently during shifts.
• Good attention to detail.
• Takes ownership of incidents until closure.
• Able to distinguish between an issue that can be fixed independently and one that requires escalation.
• Strong communication and handover discipline.
• Willingness to learn the product and underlying technology deeply.

What Success Looks Like

• Detects production issues quickly.
• Respond to alerts within the required SLA.
• Resolve routine production issues independently.
• Reduce unnecessary escalations to Engineering.
• Provide Engineering with high-quality technical information when escalation is required.
• Ensure critical incidents are properly tracked and communicated.
• Maintain accurate shift handovers.
• Identify recurring problems and help prevent them from happening again.
• Keep production systems stable and operational.

Suggested KPIs

• Production monitoring coverage
• Alert response time
• Mean Time to Acknowledge (MTTA)
• Mean Time to Resolve (MTTR)
• Percentage of incidents resolved without Engineering escalation
• Number of recurring incidents
• SLA adherence
• Quality of incident documentation
• Shift handover accuracy
• Number of preventive fixes/improvements implemented

Reporting Structure

• Engineering
• DevOps/Infrastructure
• Customer Success
• Product
• QA