Application and Production Support Engineer

Role Overview

This position is focused on providing primary Level 1 and Level 2 support for digital platforms including e-commerce systems, websites, and customer-facing applications, ensuring seamless operations and incident resolution.

Key Duties and Responsibilities

• Serve as the main contact for L1/L2 support across digital and customer-facing systems.
• Continuously monitor and manage incident queues, service requests, alerts, and support tickets while maintaining compliance with SLAs and operational protocols.
• Lead procedures for incident triage, troubleshooting, escalation, and resolution.
• Assess impacts and work with stakeholders during service interruptions.
• Support critical incident management and communication during outages.
• Conduct thorough post-incident reviews and root cause analyses to mitigate recurrence.
• Create and update operational runbooks, procedural guides, and a knowledge repository.
• Monitor overall system health and performance, leveraging observability and monitoring tools to analyze metrics such as availability, error rates, and capacity.
• Adjust alert configurations to reduce false positives and enhance operational insight.
• Collaborate with engineering teams to bolster system reliability and resilience aligned with Site Reliability Engineering (SRE) practices.
• Provide operational support for cloud infrastructure primarily on AWS, including compute, networking, load balancing, CDN, and storage services.
• Diagnose and troubleshoot infrastructure issues impacting application performance or uptime.
• Assist with deployment verifications and post-release monitoring to ensure stability.
• Troubleshoot application problems across web, mobile, APIs, and middleware platforms by analyzing logs and system data.
• Support integration with external systems, partners, payment gateways, and enterprise platforms, working closely with Level 3 support for issue validation and fixes.
• Participate in release and deployment activities including those outside standard hours when necessary.
• Identify areas for operational enhancement, drive automation efforts to minimize manual work, and recommend improvements in monitoring, deployment, and support processes.
• Engage with internal teams and external vendors across multiple locations and time zones, maintaining clear communication during incidents and operational reviews.

Required Qualifications and Skills

• Over 5 years' experience in application support, production support, technical operations, or related fields.
• Strong proficiency with AWS cloud services and cloud-native architectures.
• Experience supporting digital platforms, e-commerce, customer-facing web and mobile apps.
• Knowledge of CDN technologies and content delivery systems.
• Familiarity with monitoring and observability tools like Datadog, New Relic, Dynatrace, AppDynamics, Grafana, and CloudWatch.
• Understanding of Application Performance Monitoring (APM) and Site Reliability Engineering principles.
• In-depth knowledge of APIs, microservices, web services, system integration, and authentication/authorization mechanisms.
• Experience with ITSM systems such as Jira Service Management or ServiceNow.
• Well-versed in incident, problem, and change management processes and log analysis tools (Elasticsearch, Kibana, Splunk, CloudWatch Logs).
• Excellent analytical thinking, troubleshooting skills, accountability, and ability to work independently in fast-paced settings.
• Strong communication and stakeholder management capabilities, including handling high-pressure incidents calmly.
• Advocates for continuous improvement through automation and effective knowledge sharing.

Preferable Skills

• Experience with WeChat Mini Program ecosystem and integrations.
• Exposure to e-commerce platforms like SAP Commerce, Adobe Experience Manager, Magento, Shopify.
• Basic scripting abilities (Python, Shell, Bash, PowerShell).
• Knowledge of API Gateway and event-driven architecture concepts.
• Relevant AWS Certifications and ITIL Foundation certification.
• Experience supporting payment gateways and digital commerce environments.

Working Environment and Conditions

• Participation in a 24/7 on-call rotation schedule.
• Availability to support deployments during nights, weekends, and public holidays.
• Collaboration with multi-regional teams and vendors across various time zones.
• Responsiveness to critical production incidents outside of regular working hours as needed.