Production Support Engineer

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Why join TCS?

Here at TCS we believe that people make the difference, that's why we live in a culture of unlimited learning full of opportunities for improvement and mutual development. The goal is to expand ideas through the right tools, contributing to our success in a collaborative environment.

We are looking for AWS Production Support

Key Responsibilities

Incident & Service Request Management

Monitor and manage incoming tickets via ServiceNow / ticketing tools.

Prioritize incidents and service requests based on severity and SLA.

Troubleshoot and resolve L1/L2 issues or route to appropriate teams.

Ensure timely updates and communication with users.

Operational Support Activities

Perform daily health checks on systems, applications, and services.

Monitor queues and balance workload to avoid SLA breaches.

Support infrastructure and cloud operations like:

Active Directory

AWS Services (EC2, Lambda, ECS, EKS, CloudWatch)

Work with deployment and infrastructure tools:

Harness – Manage CI/CD pipelines, deployments, and release monitoring

Aptakube – Monitor and manage Kubernetes clusters and workloads

Utilize observability and monitoring tools:

Splunk – Log analysis, alerting, and troubleshooting

Datadog – Infrastructure monitoring, APM, dashboards, and alerting

Support CDN and edge services:

Akamai – Traffic routing, content delivery, caching, and issue troubleshooting

Analyze logs, metrics, and deployment events to identify and resolve issues proactively.

SLA & Performance Management

Ensure all tickets are resolved within defined SLA timelines.

Track KPIs such as:

First Response Time (FRT)

Resolution Time

Ticket backlog

Monitor alerts from Datadog, Splunk, and infrastructure tools.

Ensure deployment and system issues (via Harness/Aptakube) are addressed within SLA.

Escalate critical or aging tickets proactively.

Stakeholder & Customer Communication

Provide regular status updates to users and stakeholders.

Act as a single point of contact for support issues.

Maintain professional communication with end users and leadership.

Coordinate with cross-functional teams (Network, App, Security, DevOps).

Communicate major incidents related to deployments, CDN (Akamai), or infrastructure outages.

Documentation & Knowledge Management

Maintain SOPs, runbooks, and troubleshooting guides.

Update knowledge base for recurring issues and solutions.

Document deployment issues, monitoring alerts, and resolutions.

Maintain documentation for Harness pipelines, Akamai configurations, and Kubernetes troubleshooting (Aptakube).

Ensure accurate ticket documentation and closure notes.

Continuous Improvement

Identify recurring issues using logs, monitoring, and deployment data.

Suggest improvements in:

CI/CD pipelines (Harness)

Monitoring dashboards (Datadog/Splunk)

Cluster management (Aptakube)

CDN optimizations (Akamai)

Improve alert tuning, automation, and deployment reliability.

Participate in process improvement and service optimization.

Support audits, compliance, and reporting requirements.

Required Skills

✅ Technical Skills

Experience with ticketing tools (ServiceNow, Remedy, Jira)

Knowledge of:

Windows OS / MacOS basics

Active Directory & IAM

M365 (Exchange Online, Teams, SharePoint)

Basic networking concepts (DNS, VPN, IP)

AWS cloud services

Experience with DevOps & Platform Tools:

Harness (CI/CD and deployments)

Aptakube (Kubernetes monitoring and management)

Akamai (CDN and edge services)

Experience with Observability Tools:

Splunk

Datadog

✅ Soft Skills

Strong communication and customer handling skills

Problem-solving and analytical thinking

Ability to work in shifts / 24x7 support environment

Time management and prioritization

Typical Day-to-Day Activities

Logging in and reviewing ticket queues

Monitoring alerts from Datadog / Splunk dashboards

Checking Harness pipelines and deployment status

Monitoring Kubernetes clusters via Aptakube

Investigating CDN-related issues in Akamai

Prioritizing incidents and responding to users

Resolving L1/L2 issues or escalating

Performing daily system/service checks

Monitoring SLAs and updating dashboards