Key Responsibilities :

Application & System Support :

- Provide L2-level support for business applications, platforms, and services.

- Troubleshoot incidents, service requests, and problems escalated from L1 support.

- Perform in-depth analysis of recurring issues and drive permanent fixes.

- Conduct application performance monitoring, log analysis, and proactive health checks.

Incident & Problem Management :

- Own and manage the lifecycle of L2 incidents through to resolution, ensuring SLA adherence.

- Perform root cause analysis (RCA) and create detailed problem reports.

- Collaborate with L3 engineering teams for complex escalations.

- Support change and release management processes, validating deployments and rollbacks.

Automation & Continuous Assurance (CA) :

- Identify opportunities to automate routine tasks, monitoring, and reporting.

- Develop scripts and tools (Python, Shell, PowerShell) for operational efficiency.

- Implement proactive monitoring and self-healing solutions to minimize downtime.

- Ensure continuous assurance of system stability and compliance.

Collaboration & Stakeholder Management :

- Work closely with product, engineering, and infrastructure teams to align on fixes and enhancements.

- Partner with business users to understand functional issues and ensure smooth resolution.

- Document runbooks, knowledge base articles, and standard operating procedures (SOPs).

- Participate in on-call rotations and provide timely updates to stakeholders during major incidents.

Governance & Compliance :

- Ensure ITIL-aligned processes for incident, problem, and change management.

- Adhere to security and compliance standards (data handling, access controls, audit readiness).

- Contribute to service reviews, SLA performance tracking, and process improvements.

Required Skills & Qualifications :

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

- 3-6 years of experience in Application Support / L2 Engineering / IT Operations.

- Proficiency in Linux/Unix, Windows Server, and cloud environments (AWS/Azure/GCP).

- Strong knowledge of databases (Oracle, MySQL, PostgreSQL, MongoDB) including query troubleshooting.

- Hands-on experience with scripting languages (Python, Shell, PowerShell).

- Familiarity with monitoring tools (Splunk, Dynatrace, AppDynamics, Prometheus, ELK, Grafana).

- Working knowledge of networking fundamentals (TCP/IP, DNS, Load Balancers, Firewalls).

- Experience with ITIL practices Incident, Problem, Change Management.

- Ability to handle pressure during critical incidents and perform RCA.

Preferred Qualifications :

- Exposure to DevOps tools (Jenkins, Git, Ansible, Docker, Kubernetes).

- Knowledge of microservices, APIs, middleware (Kafka, RabbitMQ, WebLogic, Tomcat, Nginx).

- Experience with automation frameworks and self-healing platforms.

- ITIL certification or equivalent.

- Prior experience in BFSI, Telecom, or other high-availability domains.

Soft Skills :

- Strong analytical and troubleshooting skills with a detail-oriented mindset.

- Excellent verbal and written communication.

- Ability to collaborate with cross-functional global teams.

- Customer-focused with a mindset of ownership and accountability