The Role
Monitor production applications, APIs, servers, databases, integrations, and scheduled jobs; investigate alerts and incidents; troubleshoot logs, APIs, data, configurations, and services; perform approved operational fixes; provide Level 1/Level 2 support; document and escalate defects; coordinate with Engineering and DevOps; support deployments; conduct incident reviews and root-cause analysis; and maintain accurate shift handovers during rotational coverage.
Summary Generated by Built In
Location: Bengaluru
Experience: 1–4 years
Employment Type: [Full-time / Contract]
Shift: Rotational Shifts, including [Night/Weekend] coverage
Department: [Technology / Operations]
Reporting To: [Engineering Manager / Tech Lead / Operations Manager]
About the RoleWe 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 Responsibilities1. 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- 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.
- 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.
The person in this role will be successful if they can:
- 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.
- 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
Reports To: [Engineering Manager / Tech Lead / Head of Engineering]
Works Closely With:
- Engineering
- DevOps/Infrastructure
- Customer Success
- Product
- QA
Skills Required
- 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 and server logs
- Basic SQL knowledge
- Understanding of REST APIs and HTTP status codes
- Basic understanding of Linux or Unix systems and command-line troubleshooting
- Familiarity with monitoring and alerting tools
- Ability to troubleshoot issues systematically
- Understanding of incident management and escalation processes
- Strong documentation and communication skills
- Willingness to work rotational shifts, including weekends and night shifts
- Prior experience working with customers on IT management
- Experience with cloud platforms such as AWS, Azure, or GCP
- Experience with Grafana, Prometheus, Datadog, New Relic, ELK, Kibana, or similar monitoring platforms
- Basic knowledge of Docker or Kubernetes
- Experience with Git
- Basic scripting knowledge using Python, Shell, or similar
- Experience with Jira or other incident and ticket management systems
- Experience supporting SaaS or B2B technology products
- Experience working with AI/ML platforms or data-intensive applications
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The Company
What We Do
Infilect is a pioneer in Visual Intelligence for worldwide Retail. With its global footprint, Infilect partners with Retail Brands and Retailers to help them super-charge their supply-chain and in-store operations. Infilect's SaaS products, that are based on patented AI and Image Recognition technology, provide exceptional speed, accuracy, sales lift, and cost savings to its enterprise customers. Infilect believes in the power of AI and Image Recognition to free humans of mental and physical drudgery so that they can do more with their time and capital. Hence, Infilect's products augment and empower the humans in the Retail Supply-Chain with automated Image Recognition. Infilect also believes in making "net-positive" impact in the world and contributing towards environmental sustainability. With this belief, Infilect solves large-scale & systemic problems with real-time & actionable AI solutions.
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