Production Support Engineer

We are looking for a technically strong and highly dependable Production Support Engineer to support our business-critical production applications and database operations.

The role requires strong hands-on experience with Microsoft SQL Server, along with excellent critical thinking and problem-solving capabilities. You will be responsible for monitoring and resolving production support tickets, investigating database and application issues, performing scheduled operational activities, and ensuring that critical banking files such as NACHA/ACH and other bank-related files are processed, validated, and uploaded accurately and on time.

This is a production-critical role and requires candidates who are comfortable working in rotational night shifts between 6:00 PM and 6:00 AM.

What We Expect You to Do: 

• Production Support & Incident Management
  
• Monitor and manage production support tickets and incidents during assigned shifts.
  
• Take end-to-end ownership of assigned tickets and ensure issues are resolved within defined SLAs.
  
• Investigate production issues, identify root causes, and implement or coordinate appropriate resolutions.
  
• Prioritize incidents based on business impact, urgency, and severity.
  
• Escalate critical or unresolved issues to the appropriate technical teams while maintaining ownership until closure.
  
• Maintain clear documentation of issues, troubleshooting steps, resolutions, and handovers.
  
• Ensure proper shift handover for any pending or ongoing incidents.
  
• Identify recurring production issues and recommend permanent fixes or process improvements.
  
  

SQL Server & Database Support

• Work extensively with Microsoft SQL Server to investigate and resolve production issues.
  
• Write, troubleshoot, and optimize SQL queries.
  
• Work with stored procedures, views, functions, joins, indexes, and database objects.
  
• Analyze production data to identify discrepancies, failures, or processing issues.
  
• Perform data validation and reconciliation as part of incident resolution.
  
• Troubleshoot database-related errors and application-to-database issues.
  
• Execute approved database scripts and data corrections following established change-control procedures.
  
• Assist in monitoring database jobs, scheduled processes, and failures.
  

NACHA / ACH & Banking File Operations

• Support the processing of NACHA, ACH, and other bank-related files as part of scheduled production operations.
  
• Validate files for required structure, formatting, completeness, and accuracy before processing or upload.
  
• Ensure files are generated and uploaded to the appropriate banking or designated systems within defined timelines.
  
• Monitor file-processing status and investigate rejected, failed, missing, or incorrectly formatted files.
  
• Perform appropriate reconciliation and validation after processing.
  
• Maintain accurate records of file uploads and processing activities.
  
• Escalate exceptions immediately where they may impact scheduled banking or payment operations.
  

Application Support

• Investigate application errors by analyzing database records, logs, and available system information.
  
• Work closely with development, database, infrastructure, and other technical teams to resolve production incidents.
  
• Support basic troubleshooting of applications developed using .NET / ASP.NET MVC.
  
• Assist development teams by providing relevant production findings, database analysis, and incident details.
  

• 2+ years of hands-on experience with Microsoft SQL Server (MSSQL).
  
• Strong SQL querying and database troubleshooting skills.
  
• Strong analytical and critical-thinking capabilities.
  
• Excellent problem-solving and troubleshooting skills.
  
• Ability to investigate issues systematically rather than relying only on predefined solutions.
  
• Strong attention to detail, particularly when handling financial or banking files.
  
• Ability to take ownership of incidents through resolution.
  
• Good written and verbal communication skills.
  
• Willingness to work in rotational shifts between 6:00 PM and 6:00 AM.
  
  

Preferred Skills

• Working knowledge of .NET / ASP.NET MVC.
  
• Understanding of application architecture and application-to-database interactions.
  
• Experience with production monitoring or ticketing tools.
  
• Exposure to NACHA / ACH files, payment processing, banking operations, or financial systems will be an advantage.
  
• Basic understanding of file transfer mechanisms such as SFTP will be beneficial.