Production/Application Support Training

Production Support Training – For Non-IT to IT Transition

Hands-on, job-oriented training program designed to help career switchers confidently enter the IT world.

📘 Course Overview:

This training is design for non-IT professionals or who are stuck in current job like BPO and wants to build a career in Production/Application Support roles. It combines essential tools, real-world issue handling, and environment simulation that closely reflects L1/L2 support job expectations in the IT industry.

🧩 Course Modules:

Module 1: Linux / Unix for Support Engineers

  Master the core OS used in enterprise production environments

• Introduction to Unix/Linux architecture
• Basic & advanced Unix commands
• File system structure and permissions
• Log management & troubleshooting
• Shell scripting basics
• Crontab & automation scripts
• Disk space, memory, CPU monitoring

Module 2: SQL for Support & Reporting

  Fetch, analyze, and troubleshoot data in real-time

• RDBMS concepts (Oracle/MySQL/PostgreSQL overview)
• Basic SQL commands: SELECT, WHERE, GROUP BY, JOIN
• Writing queries for ad-hoc reporting
• Handling production data issues
• Data reconciliation techniques
• SQL query optimization basics

Module 3: ServiceNow – Ticketing & Incident Management

  Learn the backbone of ITIL-based support systems

• Overview of ITIL and ticket lifecycle
• Understanding Incidents, Service Requests, Change Requests (RFC)

• Navigating the ServiceNow interface
• Assigning, resolving, and updating tickets
• SLA tracking and escalation process
• Creating Knowledge Articles (KBA)
• Change Management and Approvals

Module 4: Splunk – Log Monitoring & Analysis

  Powerful tool for log search, error analysis, and dashboards

• What is Splunk and why it’s used in support
• Forwarders, indexes, sourcetypes
• Basic SPL (Search Processing Language)
• Searching application logs & generating alerts
• Troubleshooting real-time issues using logs
• Creating dashboards & scheduled reports

Module 5: AppDynamics – Application Performance Monitoring (APM)

  Monitor live applications and identify backend performance issues

• AppDynamics architecture and UI walkthrough
• Business transactions, tiers, nodes, and health rules
• Application and database monitoring
• Alert policies and threshold settings
• Drill-down analysis for performance issues
• Real-world incident handling using AppD

Module 5: AppDynamics – Application Performance Monitoring (APM)

  Monitor live applications and identify backend performance issues

• AppDynamics architecture and UI walkthrough
• Business transactions, tiers, nodes, and health rules
• Application and database monitoring
• Alert policies and threshold settings
• Drill-down analysis for performance issues
• Real-world incident handling using AppD

🔧 Bonus Topics / Add-Ons:

• How Production Support fits in DevOps (CI/CD understanding)
• Real-time scenarios & mock incidents
• Resume preparation & interview Q&A
• Shift handover best practices
  Common production issues & RCA process
  Creating and maintaining SOPs and KB articles

   

  🏁 Final Capstone Project:

   

  Simulated production environment exercise
  Use case: Debugging a real-world incident using Unix, SQL, Splunk, and ServiceNow
  Preparing and presenting RCA to the instructor
   

   Job-ready in just 12–14 weeks!