Top Production Support Interview questions (Unix) - Interview Help - Top Interview Questions

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Interview Help - Top Interview Questions

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Thursday, August 13, 2020

Top Production Support Interview questions (Unix)

 


1) What is production support?

Production support is the practice of supporting the IT systems/applications. 

A production support executive receives requests from end-users and analyzes these requests and 

responds to the end user with a best possible solution.

In short, a Production Support Analyst needs to maintain and support the 

system and applications used by specific sets of users.


2)What is incident and Incident Management

Any disruption in normal service operation is termed as incident.

The goal of the incident management process is to restore a normal service operation as quickly as possible

and to minimize the impact on business operations, thus ensuring that the best possible levels of

service quality and availability are maintained. 'Normal service operation' is defined here as

service operation within service-level agreement


3)Explain The architecture of the application being used in your project.

The top layer of architecture consists of Culsters of web servers and application servers.

Loadbalancer is their to manage the load on the servers.

Down the layer we have middleware servers and Database servers.


4) How would you monitor your logs while investigating high-level issues?

I try to look for the error in the in the last n minutes when the issue occurred. 

However, If the issue is still happening, then I tail the logs for the different application server 

to see the error snippets found in the live logs.


5)What are the various levels of production support?

Level 0/ Level 1 support – It is Initial level helpdesk which deals with most common user issues 

with already scripted solutions.

Level 2 Support It is technical support for the application or software. They check the flow of the 

application and can go deep into the issue and fix it if they can if not escalate further. This kind of 

production support executive should have vast experience on a particular technology platform.

Level 3 Support- This kind of product support professionals work on enhancements, and bug fixes. 

They most like to have expertise on one or two technology platforms like Oracle database or a Windows Admin.


6) What are the steps you follow if you receive an high severity incident ticket (e.g for application outage)?

- Inform the stake holders that the issue is being worked upon.

- Check application logs for errors.

- Inform network team and DBA Team to check at their end.

- Take restart of the services if required.

- Close the ticket with the steps taken to resolve the incident

- Do the RCA and submit the report to the stakeholders.


7) How do you monitor and do health checkup of the servers?

Health Checkup of the servers basically includes checking cpu utilization, memory utilization, disk space of the servers and the server uptime.We use various commands like top, SAR for this purpose.We also have GUI monitoring tool to check real-time stats of the servers.

8) Have you done any automation in your project

Yes we have created  log monitoring scripts to keep track of exceptions.
We have integrated that script in our GUI monitoring tool that will generate 
an alert if an exception occurs.

9) Have you ever faced any issues because of caching?

Yes, sometimes I had faced issues regarding old pages being rendered from cache to the user. In such situation, I clear the cache and then try to investigate the cause. Many times these issues happen because of the comparatively high refresh interval. At that time, it is important to reduce the cache refresh interval.

10)Are you using command aliases while doing your work?

Yes, I have created few aliases and saved them within my .profile file so that the system loads each time automatically when I log onto the server.

11)What is RCA?
RCA stands for root cause analysis, it means finding the underlying root cause for incident
or incidents.

12)What is SLA?
SLA stands for service level agreement. A service-level agreement is a commitment between a
service provider and a client. Particular aspects of the service – quality, availability,
responsibilities – are agreed between the service provider and the service user.

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