Application/ Production Support + Python Scripting

Role & responsibilities

L2 - AppSupport

Resolve L2 tickets within SLAs, ensuring ownership and user satisfaction.

Leverage Grafana and Kibana for real-time monitoring.

Analyze defects and drive system efficiency improvements.

Perform post-release platform verifications with an automation focus.

Automate repetitive tasks to enhance platform efficiency through tool development.

Conduct root cause analyses (RCA) and document resolution steps, updating runbooks.

Follow escalation protocols for unresolved issues, prioritizing accordingly.

Troubleshoot and resolve production issues to minimize downtime.

Engage in 24x7 L2 on-call rotations and escalate critical incidents as needed.

Log all incidents and resolutions to identify trends and support prevention strategies.

Collaborate with Architects, Engineering teams, external vendors, and partners on production issues.

Good to Have

Knowledge on the Cloud Services (AWS, Azure, Google Cloud).

Knowledge of SQL and NoSQL database concepts.

Handson with Containers and Kubernetes provisioning/debugging.