Production Support Engineer

SummaryWe are looking for an experienced Production Support Engineer provide 8x5 operational support for enterprise data platforms. The role will own incidents end to end, lead root cause analysis, drive permanent fixes, and improve operational efficiency through automation and shift-left initiatives. The ideal candidate should have strong hands-on expertise in Cloudera, Teradata, Informatica, Linux, and shell scripting, along with solid knowledge of ITIL-based incident, problem, and change management.ResponsibilitiesOwn and manage production incidents end to end, from identification and investigation through resolution and closure.Troubleshoot and resolve issues across Cloudera ecosystem, including YARN, Hive, Impala, and Spark.Perform hands-on troubleshooting of Teradata and Informatica environments and resolve data processing and integration issues.Lead Root Cause Analysis (RCA) for recurring and critical incidents and implement permanent corrective actions.Lead and coordinate major incident bridges, ensuring effective communication, troubleshooting, escalation, and timely resolution.Investigate and resolve Data Quality (DQ) issues, including data discrepancies, processing failures, and pipeline-related issues.Develop and maintain detailed runbooks, troubleshooting guides, and operational procedures.Identify recurring L1/L2 issues and drive shift-left activities by enabling L1 teams to resolve common incidents independently.Automate repetitive operational tasks and recurring troubleshooting activities to reduce manual effort and operational toil.Support and validate operational automations, including troubleshooting and enhancement of existing automation scripts.Collaborate with development, data engineering, infrastructure, and other technical teams to resolve complex production issues.Support change activities, including impact assessment, implementation support, validation, and post-change monitoring.Use Linux/Unix and shell scripting for troubleshooting, log analysis, process monitoring, and operational automation.Ensure incidents, problems, and changes are managed in accordance with ITIL processes and SLA requirements.Identify opportunities to improve system reliability, monitoring, automation, and overall operational efficiency.Requirements4–8 years of experience in IT Operations, Production Support, Data Platform Support, or a similar role.Strong hands-on troubleshooting experience with Cloudera, particularly YARN, Hive, Impala, and Spark.Hands-on experience with Informatica for data integration and production troubleshooting.Strong experience with Teradata and troubleshooting of data warehouse environments.Strong Linux/Unix administration and troubleshooting skills.Proficiency in Shell/Bash scripting for automation and operational support.Experience troubleshooting data quality issues, batch failures, data pipelines, and processing jobs.Strong experience in Incident, Problem, and Change Management following ITIL practices.Proven experience conducting RCA and implementing permanent fixes for recurring production issues.Experience leading or actively participating in major incident management and bridge calls.Strong analytical and problem-solving skills with the ability to troubleshoot complex production issues independently.Experience creating runbooks, SOPs, and technical documentation.Exposure to automation tools, scripting, or operational automation is highly desirable.Strong communication and stakeholder-management skills.Willingness to work within an 8x5 operational support model.