Role Overview:

We are seeking a highly skilled and hands-on L2 Support Engineer to provide production support for critical enterprise applications. The ideal candidate will have strong technical troubleshooting capabilities across application, database, middleware, messaging, monitoring, and infrastructure layers. This role requires ownership of production incidents, problem resolution, operational stability, and continuous service improvement in a fast-paced environment.

Key Responsibilities:

- Provide L2 production support for business-critical applications.

- Investigate and resolve production incidents within agreed SLAs.

- Perform end-to-end transaction tracing and Root Cause Analysis (RCA).

- Support and drive recovery during Major Incidents (P1/P2).

- Troubleshoot application, database, API, messaging, and integration-related issues.

- Work closely with Development, Infrastructure, DBA, Middleware, Security, and Business teams.

- Support production releases, deployments, change implementation, and post-release validation.

- Monitor application health and proactively identify stability, performance, and capacity issues.

- Develop and maintain operational dashboards, alerts, and support documentation.

- Drive automation, resiliency, observability, and continuous service improvement initiatives.

- Participate in Disaster Recovery (DR) exercises, failover testing, and production readiness activities.

- Support vulnerability remediation, audit findings, control testing fixes, and compliance-related activities.

Tech Stack & Requirements:

- 7+ years of Application/Production Support experience.

- Strong experience supporting Java/Tomcat-based applications in Production.

- Strong MSSQL/SQL skills with experience in query analysis, performance troubleshooting, and data validation.

- Hands-on experience with Dynatrace for application monitoring and Splunk for log analysis.

- Strong experience with IBM MQ, Kafka, REST/SOAP APIs, and XML/XSD validation.

- Windows Server support experience and PowerShell scripting knowledge.

- Strong Incident, Problem, and Change Management experience (ITIL).

- Experience in vulnerability remediation and security compliance activities.

- Experience working in a 24x7 production support environment.