L1 Production support

The L1 Production Support Analyst is responsible for providing first‑line technical support for production systems, applications, and infrastructure. This role ensures smooth day‑to‑day operations by monitoring systems, responding to incidents, and escalating issues when necessary. Key Responsibilities
Incident Management
: Monitor production systems, respond to alerts, and log incidents in the ticketing system.
Troubleshooting
: Perform initial diagnosis of application, server, or network issues resolve common problems or escalate to L2/L3 teams.
Monitoring & Reporting
: Use tools (e.g., ServiceNow, Zabbix, Nagios, Splunk) to track system health, performance, and availability.
User Support
: Provide assistance to end‑users, ensuring timely resolution of queries and issues.
Documentation
: Maintain accurate records of incidents, resolutions, and escalation steps.
Collaboration
: Work closely with application support, infrastructure, and development t...