Your primary focus will be resolving critical and complex incidents, which often requires diving into the source code, implementing bug fixes, optimizing performance, and ensuring the overall stability and availability of systems in a 24/7 operational environment.

Key Responsibilities :

- Serve as an escalation point for Level 1 support team, providing expert technical support for complex incidents related to our suite of .NET applications.

- Perform in-depth debugging and code analysis using C#, .NET Framework, .NET Core, and associated tools to identify root causes of application defects and performance issues.

- Develop and implement permanent code fixes, patches, and enhancements to resolve recurring incidents and optimize application performance.

- Lead the troubleshooting and resolution of high-priority (P1/P2) incidents, minimizing downtime and business impact.

- Conduct Root Cause Analysis (RCA) for major incidents and provide detailed technical reports and recommendations for preventing future occurrences.

- Manage incident lifecycles within ITSM tools (Zoho) in adherence to established SLAs and ITIL framework best practices.

- Maintain and update technical documentation, operational runbooks, and knowledge base articles to facilitate knowledge transfer within the support organization.

- Participate in on-call rotation schedules for after-hours production support as required.

Leadership and Collaboration :

- Provide expert guidance and mentorship to L1 and L2 support engineers, conducting knowledge-sharing sessions to uplift team capabilities.

- Act as the primary technical liaison between the support organization and core software development, QA, and infrastructure teams to ensure alignment and effective issue resolution.

- Communicate complex technical issues and resolutions clearly to non-technical stakeholders, including clients and senior management.

Mandatory/ Required Skills :

Technical Expertise & Qualification :

- Bachelors degree in Computer Science, Information Technology, or a related field.

- 8 to 10 years of proven experience in a support, maintenance, or developer role within an enterprise IT environment.

- Expertise in C# and .NET Framework/Core (including ASP.NET, MVC, Web API).

- Deep expertise in MySQL Server (database design, stored procedures, query optimization, data analysis) and ORM frameworks like Entity Framework.

- Proven experience in debugging, performance tuning, and refactoring existing software systems.

- Strong understanding of client-server architecture, REST API, and related tools like Postman/Swagger.

- Experience with cloud platforms, particularly Microsoft Azure services (App Services, Azure Functions, Azure SQL DB, Service Bus, etc.).

- Experience with ticketing systems (Zoho Desk, JIRA) and strong knowledge of IT Service Management (ITSM) and ITIL processes.

- Understanding of DevOps practices, CI/CD pipelines (Azure DevOps), and version control systems (Git).

Required Soft Skills :

- Exceptional problem-solving, analytical, and critical-thinking abilities, with the capacity to perform under pressure during critical incidents.

- Excellent communication skills, both written and verbal, with the ability to articulate complex technical issues clearly to both technical and non-technical stakeholders.

- A proactive approach to continuous improvement and a commitment to ensuring high application availability and stability.

What we offer :

1. An opportunity to work on enterprise-grade platforms that are core to digital trust and identity solutions used globally.

2. A technically challenging environment where you will solve real-world production issues and drive engineering excellence.

3. Competitive salary, health insurance, and a comprehensive benefits package.

4. A collaborative work culture that encourages ownership, innovation, and knowledge sharing.

5. Flexible work arrangements and a strong focus on employee well-being and work-life balance.

Competitive Advantage of Working with eMudhra Ltd :

1. eMudhra is a recognized global leader in digital identity, cybersecurity, PKI, and paperless transformation, giving you unmatched exposure to highly secure, large scale systems.

2. Work on platforms trusted by governments, financial institutions, and Fortune 500 enterprises, providing exceptional domain credibility for your career.

3. Be part of a technology-driven organization where engineering excellence, stability, and performance optimization are top priorities.

4. Opportunities to collaborate closely with product engineering, cloud, security, and solution architecture teams across multiple geographies.

5. Strong organizational focus on reliability engineering and long-term system sustainability, ideal for senior professionals looking to deepen expertise in L2/L3 production support