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Job Summary
We are looking for a proactive and customer-focused Principal Product Sustenance Engineer to drive product support, incident resolution, and continuous product improvements.
Key Responsibilities
- Lead investigation and resolution of complex production issues and customer-reported incidents.
- Handle user access management and data management (importation, update, migration etc.) requests.
- Lead troubleshooting and coordinate with Dev, Infra, and Network teams.
- Working knowledge of ESB (Enterprise Service Bus) or Message Queuing (MSMQ) is an added advantage.
- Experience with an observability platform like Grafana for troubleshooting, monitoring and alerting is a must.
- Analyse application logs, SQL data, and system behaviour to identify root causes.
- Experience in writing SQL queries for troubleshooting, data validation, and issue analysis.
- Coordinate with Development, QA, Product Management, Infrastructure, and Customer Support teams to drive issue resolution.
- Track, follow up, and ensure timely closure of action items across cross-functional teams.
- Perform root cause analysis (RCA) and recommend preventive and corrective actions.
- Drive continuous improvement initiatives to reduce incident volume and improve product stability.
Qualifications
- 4‑6 years of working experience in L2 production/application support.
Technical Skills
- Proficient in writing SQL queries for data analysis and issue investigation.
- Ability to verify and validate data across multiple systems and databases.
- Hands‑on experience in converting Excel data into SQL scripts.
- Experience in troubleshooting application errors using logs, SQL queries, and system diagnostics.
- Good understanding of enterprise application architecture and business workflows.
- Experience in integration troubleshooting (REST APIs, file‑based, message‑based and service integrations).
- Familiarity with monitoring and logging tools such as Grafana, Kibana, Splunk, or similar tools is desirable.
- Working knowledge of programming languages and software development lifecycle (SDLC), release management, and incident management processes.
Functional Skills
- Excellent business communication and stakeholder management skills.
- Excellent domain knowledge – a very good understanding of the business, applications, and functionalities.
- Strong ownership with the ability to drive issues to closure.
- Excellent follow‑up and action tracking skills.
- Strong analytical and problem‑solving abilities.
- Ability to quickly understand business processes and product functionality.
- Experience coordinating across multiple teams and managing competing priorities.
- Customer‑focused mindset with a commitment to delivering high‑quality support.