Production Monitoring Engineer

We are looking for a Technical Support / Production Monitoring Engineer who will be responsible for monitoring our production systems, identifying and troubleshooting technical issues, resolving operational incidents, and ensuring the availability and smooth functioning of our applications and services.

This is a hands-on technical role that requires the ability to monitor systems, investigate incidents, identify root causes, resolve issues wherever possible, communicate with customers over emails and calls, and coordinate with Engineering/DevOps teams for issues requiring deeper technical intervention.

The role will involve working in rotational shifts to provide continuous monitoring and support for production systems.

Key Responsibilities

• Production Monitoring
• Incident Troubleshooting & Resolution
• Application & Technical Support
• Bug Identification & Engineering Coordination
• Incident Management
• Shift Operations

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

• Reports To: Engineering Manager / Tech Lead / Head of Engineering
• Works Closely With: Engineering, DevOps/Infrastructure, Customer Success, Product, QA