We are looking for a
Production Application Support Engineer
to provide operational and technical support for live applications running in production environments.

The ideal candidate should have a basic to intermediate understanding of production environments and experience using or have practical exposure to monitoring and log-management tools such as
ELK Stack, Grafana, Prometheus, and Percona Monitoring and Management
.

Key Responsibilities

• 
  Monitor production applications, services, servers, databases, and system health using available monitoring tools.
• 
  Review application and system logs to identify errors, failures, performance issues, and unusual behavior.
• 
  Troubleshoot production incidents and perform initial technical investigation before escalating issues to the relevant team.
• 
  Respond to system alerts and identify whether an issue is related to the application, infrastructure, database, integration, or configuration.
• 
  Use tools such as
  Elasticsearch, Logstash, Kibana, Grafana, Prometheus, and Percona
  to monitor application and database performance.
• 
  Support incident management activities, including incident logging, prioritization, escalation, tracking, and closure.
• 
  Collect relevant logs, screenshots, error messages, timestamps, and technical details required for further investigation.
• 
  Coordinate with development, database, infrastructure, DevOps, and quality assurance teams to resolve production issues.
• 
  Assist in identifying recurring production problems and contribute to root cause analysis.
• 
  Maintain documentation for incidents, known errors, troubleshooting procedures, and operational guidelines.
• 
  Monitor application availability, response times, resource utilization, database health, and service-level indicators.
• 
  Validate application functionality and system stability after fixes, deployments, configuration changes, or service restoration.
• 
  Support routine operational activities, health checks, deployment verification, and post-release monitoring.
• 
  Communicate incident status and progress clearly to technical and non-technical stakeholders.
• 
  Follow defined incident management, escalation, and production support processes.

Required Qualifications and Skills

• 
  Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related field.
• 
  Approximately
  1–
  3
  years of experience
  in application support, production support, system monitoring, technical support, operations, or a related role.
• 
  Understanding of production application environments and incident troubleshooting.
• 
  Ability to analyze application logs and identify possible causes of errors.
• 
  Familiarity with monitoring, observability, or log-management tools, particularly:
  • 
    ELK Stack: Elasticsearch, Logstash, and Kibana.
  • 
    Grafana
  • 
    Prometheus
  • 
    Percona Monitoring and Management
• 
  Basic knowledge of Linux commands and server environments.
• 
  Basic understanding of databases, preferably MySQL or other relational databases.
• 
  Ability to execute basic SQL queries for investigation and validation.
• 
  Understanding of APIs, application services, HTTP status codes, and system integrations.
• 
  Strong analytical and problem-solving skills.
• 
  Ability to remain organized and responsive while handling production incidents.
• 
  Good written and verbal communication skills.
• 
  Willingness to work on-site in Islamabad.

Preferred Skills

• 
  Experience in L1 or L2 production support.
• 
  Familiarity with incident-management or ticketing tools such as Jira, ServiceNow, or similar platforms.
• 
  Basic understanding of cloud environments such as AWS, Azure, or Google Cloud.
• 
  Exposure to Docker, Kubernetes, CI/CD pipelines, or deployment processes.
• 
  Basic scripting knowledge in Bash, Python, or PowerShell.
• 
  Understanding of alerting, dashboards, service availability, response time, CPU usage, memory utilization, and database performance metrics.
• 
  Experience working with cross-functional engineering and operations teams.
• 
  Familiarity with root cause analysis and post-incident documentation.