Production Support Engineer

3 days ago

abu dhabi, United Arab Emirates HCLTech Full time

Direct message the job poster from HCLTech Responsibilities:5+ years of experience in Production Support, Service Desk, or IT Operations Act as the first point of contact for production incidents received through email, chat, or ticketing tools Log, categorize, and prioritize incidents and service requests in ServiceNow, Remedy, or JIRA Monitor system dashboards, alerts, and shared mailboxes to detect service interruptions and performance degradation Perform basic troubleshooting for applications, APIs, and backend services Execute SQL queries to validate data and ensure accuracy in system transactions Perform log analysis and Linux/Windows-level checks for incident validation Escalate unresolved issues to appropriate L2 or L3 teams while ensuring clear and complete documentation Maintain continuous communication with stakeholders on ticket progress and resolution timelines Participate in rotational shifts (24×7) ensuring timely updates and smooth handovers Maintain SOPs, known-error databases, and incident records for operational continuity Good understanding of ITIL processes (Incident, Problem, and Change Management) Working knowledge of Windows and Linux operating systems Familiarity with banking or financial systems (onboarding, payments, cards, loans) preferred Experience in ticketing tools like ServiceNow, Remedy, or JIRA Ability to prioritize, multitask, and manage incidents effectively Customer-oriented approach with strong accountability and ownership ITIL v4 Foundation certification preferred (not mandatory) Exposure to monitoring and observability tools such as Dynatrace, Grafana, or AppDynamics Willingness to work in rotational shifts, including weekends and public holidays Strong desire to progress into L2 / L3 Production Support or Application Reliability roles Self-driven, adaptable, and committed to maintaining operational stability in a fast-paced environmentSeniority level Mid-Senior level Employment type Full-time Industries IT Services and IT Consulting Referrals increase your chances of interviewing at HCLTech by 2x Get notified about new Production Support Engineer jobs in Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates. Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates #J-18808-Ljbffr

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