Production Support Engineer

Production Support Engineer (Open to Offices in JKT, Hanoi, HCMC) Essential Functions: Application and System Support:Administer and resolve application issues, provide timely updates, and perform root cause analysis.Perform detailed troubleshooting, log analysis, and root cause investigations for application and infrastructure incidents.Provide software application support, including monitoring, escalation, and incident response.Support application outages by executing recovery plans and participating in post-mortem analysis.Infrastructure Management and Automation:Assist in making infrastructure adjustments and improvements using Infrastructure as Code (IaC) tools such as Terraform and Ansible.Collaborate with infrastructure teams to implement changes for scalability, security, and reliability.Contribute to continuous improvements in deployment processes, infrastructure optimization, and system performance.SLA and Operations Management:Work within established Service Level Agreements (SLAs) to ensure timely issue response and resolution.Develop, maintain, and document known issues, workarounds, and standard operating procedures (SOPs).Participate in regular on-call rotations and ensure timely communication and escalation during incidents.Maintenance and Reliability:Plan, schedule, and execute monthly maintenance activities on test and production servers, including patches, updates, and health checks.Contribute to system reliability initiatives to proactively reduce incidents and increase uptime.Continuous Improvement:Develop automation scripts and tools to improve operational support and reduce manual interventions.Stay updated with emerging technologies and best practices in production support, DevOps, SRE, and cloud operations.Participate in ongoing training and knowledge-sharing initiatives within the team.Analyze application and background process performance.Nice to have:Recommend and implement performance tuning.Deploy and support SSO, SSL, and vanity URL configurations.Profile Technical Expertise:Proficient in application troubleshooting, root cause analysis, and log diagnostics.Experience with SQL queries and database management (primarily SQL Server).Knowledge of programming/scripting languages (Python, PowerShell, Bash).Hands-on experience with Infrastructure as Code tools such as Terraform and Ansible.Familiarity with Azure/Google Cloud/Kubernetes are a plus but not requiredFamiliar with middleware technologies such as IIS, Traefik, and ElasticSearch.Understanding of networking concepts and web technologies (APIs, HTTP, DNS).Knowledge of containerization using DockerSystems and Tools Proficiency:Skilled in administering Windows and Linux systems through command-line interfaces.Experienced with system monitoring, alerting tools, and incident response workflows.Ability to manage and maintain cloud-based and on-premises infrastructure environments.Soft Skills:Customer-focused mindset with a proactive approach to problem-solving.Strong documentation, communication, and incident management skills.Ability to work under pressure, prioritize tasks effectively, and adapt to fast-paced environments.Strong teamwork and collaboration skills across development, infrastructure, and support teams.Preferred Skills:Familiarity with infrastructure security practices and compliance requirements.Ability to guide and mentor junior team members during troubleshooting and support activities.Physical Demands & Working Conditions:Ability to support on-call rotation, which may include night and/or weekend work.Prolonged periods of sitting and/or standing at a desk and working on a computer.Department: Information Technology Reports to: VP of IT & Infrastructure BENEFITS We are committed to providing our employees with a competitive benets scheme to support our employees to be healthy, happy and successful at work. Our benefits are as follows Paid Leave 18 days of paid leave per yearPaid leave amount will be prorated based on your start dateYou are also eligible for public holidaysReligious Allowance (THR) 1 month's gross salaryGym, Lunch allowance is provided as a lump sum of 1,800,000 IDR/monthBirthday bonus is 1,600,000 IDR/yearAdditional Private Medical insurance cover is provided for employeesCompany Trips & Team Building: We like to celebrate success and we organize both big and small trips for a chance to build relationships and enjoy time with your fellow colleagues based all over the worldEquipment Provision Subject to company policy and in consideration of the nature of your work, the company may decide to provide you with the necessary tools and equipment that allow you to be effective in your work Data Privacy Notice for Candidates in Vietnam: By submitting your application, you acknowledge that you have read and understood OL Vietnam’s Privacy Policy. 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For details on how we handle your information, please refer to our Privacy Policy on OLVN Website. https://www.ol-vietnam.vn/privacy-policy Please be aware: Orange Logic only communicates with candidates through official @orangelogic.com email addresses or via LinkedIn from a verified Orange Logic Talent Acquisition employee listed under “Meet the Hiring Team.” We do not conduct interviews via text message or request payment or equipment purchases at any stage of the hiring process.