L1 Support Engineer

Job Requirements Key Responsibilities

Production Support & Incident Management

• Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket

Resolution SLAs.

• Root Cause Analysis: Track and analyze recurring issues and support activities,

collaborating with Production Support Engineers (PSEs) to identify root causes and

implement permanent fixes.

• Issue Oversight: Oversee the timely response and resolution of all production issues,

prioritizing based on business impact.

• End-to-End Troubleshooting: Coordinate and facilitate the troubleshooting and recovery

of complex, end-to-end problems that span multiple teams and technical layers.

• Stakeholder Communication: Provide crisp, timely updates to all stakeholders (intra-team

and inter-team) via standups, emails, and meetings.

• Ownership: Self-unblock when necessary; for features with widespread impact,

coordinate with stakeholders with minimal supervision.

System Monitoring & Automation

• Operational Monitoring: Ensure monitoring SLAs are met by proactively actioning system

anomalies and alerts.

• Efficiency: Drive automation initiatives for better system monitoring and prompt issue

detection/remediation.

• Backlog Management: Participate in functional debt backlog grooming and work toward

significant on-call reduction through triaging.

Collaboration & Domain Expertise

• Cross-functional Engagement: Collaborate with Business, Product Management, and

Development teams to drive issues to closure and understand the changing production

landscape with new feature releases.

• Continuous Improvement: Drive product and process improvements to reduce response

and resolution times.

• Domain Knowledge: Maintain a strong understanding of the functional domain (e.g.,

Warehouse Management Systems), performance/scalability concepts, and the underlying

tech stack.

Candidate Requirements

Experience & Communication

• Experience: 3-5 years of professional experience in application support across multiple

geographical locations.

• Work Model: Proven experience working in a 24/7 rotational shift model (Mandatory).

Work Experience 02years