Application Support / Production Support Engineer

About Tech Mahindra

Tech Mahindra, a member of the US $15.4 billion Mahindra Group, is a prominent global systems integrator and consulting company specializing in telecommunications. It assists clients in innovating and transforming their businesses by leveraging unique insights, diverse services, and flexible partnerships, enabling cost reduction, revenue growth, and competitive advantages. Since 2009, Tech Mahindra has expanded its IT services by integrating Mahindra Satyam, encompassing a wide range of capabilities such as Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Mobility, Security Consulting, and Testing.

The company offers comprehensive solutions including consulting, application development and management, network services, integration, product engineering, infrastructure management, and business services, servicing telecom service providers across global markets. With more than 130 active telecom clients worldwide and a history of leading transformation programs, Tech Mahindra operates in 31+ countries with a workforce exceeding 40,500 professionals, certified under SEI CMMi Level 5 and ISO standards.

Role Summary

The Application Support / Production Support Engineer will be responsible for managing critical business applications through L2/L3 support, ensuring application health and uptime, managing incidents, and collaborating across development and infrastructure teams. They will focus on automation, DevOps practices, and supporting continuous integration and deployment pipelines to maintain operational excellence aligned with Service Level Agreements (SLA) and Objectives (SLO).

Key Responsibilities

• Deliver comprehensive L2/L3 production support for vital enterprise applications.
• Continuously monitor application performance, anticipating and resolving potential disruptions.
• Handle production incidents, service requests, and problem resolution efficiently.
• Ensure strict adherence to SLA, SLO, and operational KPIs.
• Conduct thorough root cause analyses and apply preventative strategies to avoid recurrence.
• Work collaboratively with development, infrastructure, and business teams to facilitate application releases.
• Construct and maintain CI/CD pipelines primarily with Jenkins.
• Automate recurring operational workflows using Shell scripting and Python programming.
• Oversee deployment, release management, and configuration control activities.
• Employ monitoring tools such as Splunk and Dynatrace for system and application oversight.
• Document systems, maintain operational runbooks, and standardize procedures.
• Engage in on-call support duties and manage incident response efforts promptly.

Required Skills

• Application management and L2/L3 production support expertise.
• Proficiency in incident, problem, and change management processes.
• Experience monitoring service levels against SLA and SLO targets.
• Knowledge of DevOps principles and practical application.
• Hands-on with Jenkins for CI/CD pipeline creation and management.
• Familiarity with version control systems like Git, GitHub, or GitLab.
• Skilled in release and deployment lifecycle management.
• Automation capabilities using Shell scripting and Python.
• Competency in monitoring tools including Splunk and Dynatrace.

Eligibility

Applicants must be graduates with relevant experience in application and production support engineering.