Production Support Engineer

We are looking for a technically
strong and highly dependable Production Support Engineer to support our
business-critical production applications and database operations.

The role requires strong hands-on
experience with Microsoft SQL Server, along with excellent critical thinking
and problem-solving capabilities. You will be responsible for monitoring and
resolving production support tickets, investigating database and application
issues, performing scheduled operational activities, and ensuring that critical
banking files such as NACHA/ACH and other bank-related files are processed,
validated, and uploaded accurately and on time.

This is a production-critical role
and requires candidates who are comfortable working in rotational night shifts
between 6:00 PM and 6:00 AM.

What We Expect You to Do: 

• Production Support & Incident
  Management
  
• Monitor and manage production
  support tickets and incidents during assigned shifts.
  
• Take end-to-end ownership of
  assigned tickets and ensure issues are resolved within defined SLAs.
  
• Investigate production issues,
  identify root causes, and implement or coordinate appropriate resolutions.
  
• Prioritize incidents based on
  business impact, urgency, and severity.
  
• Escalate critical or unresolved
  issues to the appropriate technical teams while maintaining ownership until
  closure.
  
• Maintain clear documentation of
  issues, troubleshooting steps, resolutions, and handovers.
  
• Ensure proper shift handover for
  any pending or ongoing incidents.
  
• Identify recurring production
  issues and recommend permanent fixes or process improvements.
  
  

SQL Server & Database Support

• Work extensively with Microsoft
  SQL Server to investigate and resolve production issues.
  
• Write, troubleshoot, and optimize
  SQL queries.
  
• Work with stored procedures,
  views, functions, joins, indexes, and database objects.
  
• Analyze production data to
  identify discrepancies, failures, or processing issues.
  
• Perform data validation and
  reconciliation as part of incident resolution.
  
• Troubleshoot database-related
  errors and application-to-database issues.
  
• Execute approved database scripts
  and data corrections following established change-control procedures.
  
• Assist in monitoring database
  jobs, scheduled processes, and failures.
  

NACHA / ACH & Banking File
Operations

• Support the processing of NACHA,
  ACH, and other bank-related files as part of scheduled production operations.
  
• Validate files for required
  structure, formatting, completeness, and accuracy before processing or upload.
  
• Ensure files are generated and
  uploaded to the appropriate banking or designated systems within defined
  timelines.
  
• Monitor file-processing status and
  investigate rejected, failed, missing, or incorrectly formatted files.
  
• Perform appropriate reconciliation
  and validation after processing.
  
• Maintain accurate records of file
  uploads and processing activities.
  
• Escalate exceptions immediately
  where they may impact scheduled banking or payment operations.
  

Application Support

• Investigate application errors by
  analyzing database records, logs, and available system information.
  
• Work closely with development,
  database, infrastructure, and other technical teams to resolve production
  incidents.
  
• Support basic troubleshooting of
  applications developed using .NET / ASP.NET MVC.
  
• Assist development teams by
  providing relevant production findings, database analysis, and incident
  details.
  

Requirements

• 2+ years of hands-on experience
  with Microsoft SQL Server (MSSQL).
  
• Strong SQL querying and database
  troubleshooting skills.
  
• Strong analytical and
  critical-thinking capabilities.
  
• Excellent problem-solving and
  troubleshooting skills.
  
• Ability to investigate issues
  systematically rather than relying only on predefined solutions.
  
• Strong attention to detail,
  particularly when handling financial or banking files.
  
• Ability to take ownership of
  incidents through resolution.
  
• Good written and verbal
  communication skills.
  
• Willingness to work in rotational
  shifts between 6:00 PM and 6:00 AM.
  
  

Preferred Skills

• Working knowledge of .NET /
  ASP.NET MVC.
  
• Understanding of application
  architecture and application-to-database interactions.
  
• Experience with production
  monitoring or ticketing tools.
  
• Exposure to NACHA / ACH files,
  payment processing, banking operations, or financial systems will be an
  advantage.
  
• Basic understanding of file
  transfer mechanisms such as SFTP will be beneficial.