Senior Production Support Engineer (L2/L3)

You will play a pivotal role in ensuring the stability, reliability, and performance of mission-critical financial systems. You will lead the resolution of complex production incidents, drive operational excellence, and collaborate closely with cross-functional teams to deliver secure and compliant trust, escrow, and payment services. This is a high-impact opportunity to shape production support practices in a fast-paced, regulated financial technology environment.

Key Responsibilities :

- Monitor applications, systems, databases, and infrastructure to ensure high availability, reliability, and optimal performance of production services.

- Own end-to-end monitoring, alert management, and incident response using tools such as New Relic and Pager Duty.

- Provide 24x7 production support through rotational shifts and ensure incidents are resolved within defined SLAs.

- Perform advanced L2/L3 troubleshooting across application, database, infrastructure, and integration layers.

- Lead the resolution of critical and high-severity incidents, coordinating cross-functional teams.

- Conduct root cause analysis (RCA) for recurring and major incidents.

- Manage incidents, service requests, problem records, and change activities using Jira Service Management or Service Now.

- Develop, maintain, and continuously improve runbooks, SOPs, troubleshooting guides, and knowledge base documentation.

- Monitor and validate scheduled jobs, batch processes, APIs, and third-party integrations.

- Collaborate with Development, QA, Infrastructure, and DevOps teams to drive permanent fixes and support production releases.

Requirements :

- Bachelors degree (B.E./B.Tech) or MCA in Computer Science, Information Technology, or a related discipline.

- 5+ years of hands-on experience in Production/Application Support with strong exposure to L2/L3 responsibilities.

- Proven experience supporting mission-critical, high-availability, and transaction-intensive applications.

- Strong experience in Production/Application Support (L2/L3).

- Hands-on expertise with SQL and PostgreSQL, including query analysis and troubleshooting.

- Experience working with NoSQL databases such as MongoDB, DynamoDB, or Cassandra.

- Strong proficiency in Linux/Unix environments, including log analysis and system diagnostics.

- Hands-on experience with monitoring and observability platforms such as New Relic.

- Experience with incident alerting and on-call management tools such as Pager Duty.

- Working knowledge of Jira Service Management or Service Now.

- Excellent analytical, troubleshooting, and debugging skills.

- Strong verbal and written communication skills.

- Willingness to participate in rotational 24x7 support shifts and on-call schedules.

- Experience supporting systems hosted in AWS environments is a plus.

- Familiarity with batch processing frameworks and scheduler platforms preferred.

- Exposure to REST APIs and third-party integrations preferred.

- Experience with Confluence for documentation preferred.

- Familiarity with release and deployment support activities is a plus.

- Experience in FinTech, banking, payments, escrow, or financial services environments is an added advantage.

- Knowledge of scripting languages such as Python or Shell for automation is a bonus.

- Exposure to Site Reliability Engineering (SRE) practices is a bonus.

- ITIL Foundation certification or equivalent operational framework knowledge is a bonus.

Skills :

- Must have : Production/Application Support (L2/L3), SQL, PostgreSQL, NoSQL (MongoDB/DynamoDB/Cassandra), Linux/Unix, New Relic, Pager Duty, Jira Service Management or Service Now.

- Good to have : AWS, Batch Processing Frameworks, REST APIs, Performance Monitoring, Confluence.

- Bonus : Python, Shell Scripting, Site Reliability Engineering (SRE), ITIL Foundation Certification, FinTech or Payments Industry Experience.

Benefits :

- Competitive compensation with performance-based incentives.

- Opportunity to work on mission-critical, enterprise-grade financial systems.

- Exposure to modern observability, incident management, and support technologies.

- Collaborative, fast-paced, and growth-oriented work environment.

- Comprehensive health insurance coverage for employees and dependents.

- Continuous learning and professional development opportunities.

- Work with an organization committed to trust, transparency, security, and regulatory compliance.