- Provide advanced L2 technical support for a portfolio of business-critical applications, serving as a primary escalation point for complex incidents and service requests that cannot be resolved by L1 teams.

Incident Management :

- Lead incident resolution efforts, including diagnosis, troubleshooting, workaround implementation, and communication with stakeholders.

- Drive incidents to resolution within agreed-upon SLAs.

Problem Management :

- Conduct root cause analysis (RCA) for recurring issues, identify long-term solutions, and implement preventative measures to minimize future occurrences.

GCP Environment Expertise :

- Deeply understand and troubleshoot application issues within Google Cloud Platform (GCP) environments.

- This includes familiarity with core GCP services such as Compute Engine, Cloud SQL, Cloud Storage, Cloud Functions, GKE (Google Kubernetes Engine), Cloud Pub/Sub, Cloud Logging, Cloud Monitoring, etc.

Monitoring and Alerting :

- Configure, maintain, and respond to alerts from various monitoring tools (e.g., Google Cloud Operations Suite/Stackdriver, Prometheus, Grafana, Datadog, New Relic) to proactively identify and address potential issues before they impact users.

Performance Analysis :

- Monitor application performance metrics, identify deviations, and collaborate with development and DevOps teams to optimize application performance and resource utilization within GCP.

Change and Release Management :

- Participate in change management processes, review release notes, and provide support for application deployments and upgrades, ensuring minimal disruption.

Documentation and Knowledge Management :

- Create and maintain comprehensive technical documentation, runbooks, FAQs, and knowledge base articles for supported applications and common issues.

- Train L1 support staff as needed.

Stakeholder Communication :

- Effectively communicate with internal teams (development, QA, DevOps, product) and external stakeholders regarding incident status, resolutions, and planned maintenance.

Process Improvement :

- Continuously identify opportunities for process automation, efficiency improvements, and enhanced support methodologies.

Mandatory Skills & Qualifications :

- 5+ years of experience in Application Support Engineering.

- Extensive hands-on experience with Google Cloud Platform (GCP) services for application hosting, monitoring, and troubleshooting.

- Proven track record of providing L2 (Level 2) technical support for complex enterprise applications.

- Proficiency in using and configuring various monitoring tools (e.g., Google Cloud Operations Suite/Stackdriver, Prometheus, Grafana, Datadog, New Relic, Splunk).

- Strong understanding of ITIL processes (Incident, Problem, Change Management).

- Solid understanding of application architectures (e.g., microservices, monoliths) and relational/NoSQL databases.

- Ability to read and understand application logs, stack traces, and system metrics to diagnose issues.

- Proficiency in scripting languages (e.g., Python, Shell) for automation and troubleshooting is a strong plus.

- Excellent analytical, problem-solving, and debugging skills.

- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly to diverse audiences.

- Ability to work independently, prioritize tasks effectively, and manage multiple incidents concurrently in a fast-paced environment.

- Strong customer service orientation.

Preferred Qualifications :

- GCP certifications (e.g., Google Cloud Certified Professional Cloud Engineer, Cloud Architect).

- Experience with containerization technologies (Docker, Kubernetes).

- Familiarity with CI/CD pipelines and DevOps practices.

- Experience with ticketing systems like Jira Service Management, ServiceNow.

- Prior experience in a 24/7 support environment (on-call rotation may be required)