We are looking for an experienced Support Analyst (L1/L2) with strong hands-on expertise in Java, Unix, SQL, Azure (Kubernetes/Docker) and production support operations. The ideal candidate must have experience resolving critical business issues, handling P1/P2 incidents, and ensuring smooth application availability in a 24x7 environment.

- Strong proficiency in ServiceNow / JIRA for ticket management

- Hands-on experience in Unix, Shell scripting, and SQL

- Good knowledge of Java-based application support

- Experience working with Azure Cloud, especially Kubernetes and Dockers

- Ability to monitor application logs and troubleshoot production issues

- Comfortable managing shift operations for continuous support.

Key Responsibilities :

- Provide L1/L2 production support for business-critical applications

- Monitor alerts, logs, and system health; identify and resolve issues proactively

- Troubleshoot application, infrastructure, and performance issues; provide fixes and support testing activities

- Perform root-cause analysis and recommend corrective actions

- Handle P1/P2 critical incidents, bridge calls, and ensure timely communication

- Work with internal/external teams to ensure timely resolution and proper escalation

- Maintain SLAs, prepare reports, handle RFPs, and manage account-related documentation

- Develop or utilize monitoring tools to improve system performance and availability

- Ensure timely closure of incidents, service requests, and problem tickets

- Follow established ITIL processes (Incident, Problem, Change Management)

Required Qualifications :

- Minimum 8 years of strong production support experience

- Working knowledge in :

1. Java

2. Unix/Shell scripting

3. SQL

4. Azure - Kubernetes, Dockers

- Strong problem-solving, analytical, and communication skills

- Ability to work in 247 rotational shifts

- Proactive, self?motivated, and strong team player

Good to Have :

- Exposure to automation in monitoring

- Experience improving support processes and dashboards