L2 Digital Services Engineer

• Handle and resolve escalated production issues from the support team.
• Troubleshoot customer-facing application issues, payment failures, API errors, and performance problems.
• Investigate incidents and identify the root cause of recurring issues.
• Lead technical discussions during critical outages and coordinate with internal and external teams for resolution.
• Monitor application health using Dynatrace and other monitoring tools.
• Create dashboards, alerts, and reports to improve system visibility.
• Work closely with development, infrastructure, and vendor teams to resolve complex issues.
• Prepare Root Cause Analysis (RCA) reports for major incidents.
• Develop support documentation and operational runbooks.
• Mentor junior support engineers and provide technical guidance.
• Participate in on-call support for critical business-impacting incidents.

Required Skills

• 6-9 years of experience in Production Support, Site Reliability Engineering (SRE), Application Support, or Platform Operations.
• Strong experience with Dynatrace monitoring and troubleshooting.
• Experience supporting web applications, mobile applications, APIs, or digital platforms.
• Knowledge of cloud platforms, preferably Microsoft Azure.
• Experience with payment gateway integrations such as Stripe, Adyen, Worldpay, Fiserv, or Cybersource.
• Understanding of APIs, microservices, and distributed applications.
• Experience with mobile app monitoring tools such as Firebase Crashlytics.
• Ability to analyze logs and troubleshoot application issues.
• Basic coding knowledge in Java, Python, C#, or Node.js.
• Good communication and stakeholder management skills.

Certifications (Mandatory)

• Azure AZ-104 (Azure Administrator) OR AZ-305 (Azure Solutions Architect)
• ITIL v4 Foundation

Preferred Skills

• Dynatrace Certification
• Experience in Retail, E-commerce, FinTech, or Payment Platforms
• Exposure to Azure DevOps or GitHub Actions
• Knowledge of modern monitoring and observability practices