Production Support Engineer - ITIL

Role Overview Infosys is looking for a skilled Production Support Engineer with strong ITIL process knowledge and hands-on expertise in .NET application support and SQL. This is a full-time, permanent role based in Hyderabad, suited for professionals who thrive in fast-paced production environments and enjoy resolving complex technical challenges. The ideal candidate will bring a structured, process-driven approach to incident management, problem resolution, and operational stability. Key Responsibilities - Monitor application health continuously, troubleshoot production issues, and restore services within agreed SLAs - Perform incident triage, impact analysis, prioritization, and escalation in line with ITIL-aligned processes - Provide L2 and L3 support for .NET applications and resolve database-related issues using SQL - Create and maintain incident records, root cause analysis documents, and post-incident action plans - Identify recurring issues, conduct root cause analysis, and collaborate with engineering teams to implement permanent fixes - Propose and roll out preventive measures including monitoring enhancements, alerting improvements, and runbook updates - Maintain support documentation such as standard operating procedures, knowledge base articles, and troubleshooting guides - Coordinate with cross-functional teams during releases, hotfixes, and production changes to minimize risk - Support change management activities by validating deployment readiness and rollback plans - Communicate clear and timely status updates to stakeholders during incidents and planned maintenance windows Required Qualifications - Bachelor's or Master's degree in technology or science (B.Tech, B.E., BSc, BCA, M.Tech, MSc or equivalent) - 3.5 to 5 years of hands-on experience in production or application support roles - Practical experience with ITIL-aligned incident, problem, and change management practices - Strong working knowledge of .NET application support and troubleshooting - Solid SQL skills including querying, debugging data issues, and understanding of performance basics - Must be located in Hyderabad or willing to relocate Why Join Us Infosys is one of India's leading IT services organizations, offering a collaborative work environment and the opportunity to work on enterprise-scale systems with global exposure. This role offers a clear path to grow within production support and broader IT operations functions.

- 3.5 to 5 years of experience in production or application support - Strong knowledge of ITIL incident, problem, and change management processes - Hands-on experience with .NET application support and troubleshooting - Proficient in SQL for querying, debugging, and performance analysis - Familiarity with ITSM tools such as ServiceNow - B.Tech, B.E., BSc, BCA, M.Tech, MSc or equivalent education - Must be based in or willing to relocate to Hyderabad