ENGINEER - ENGINEER

Job Description

Production Support Engineer (L1) Key Responsibilities 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 Perform basic troubleshooting for applications, APIs, and backend services Escalate unresolved issues to appropriate L2 or L3 teams while ensuring clear and complete documentation Maintain SOPs, known-error databases, and incident records for operational continuity Required Skills & Experience 1 to 3 years of experience in Production Support, Service Desk, or IT Operations 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 Exposure to SQL, API validation, and JavaScript scripting