L2 Support - Associate

Job Summary

Location: Bangalore
Shift: Rotational (24x7 Support)

Role Overview

We are seeking a highly skilled and hands-on L2 Support Engineer to provide production support for critical enterprise applications. The ideal candidate will have strong technical troubleshooting capabilities across application, database, middleware, messaging, monitoring, and infrastructure layers. This role requires ownership of production incidents, problem resolution, operational stability, and continuous service improvement in a fast-paced environment.

Candidate Profile

Looking for a technically strong L2 Support Engineer with hands-on expertise in Tomcat, SQL, Dynatrace, Splunk, MQ, Kafka, APIs, XML/XSD, ITIL processes, vulnerability remediation, control testing fixes, DR exercises, and production environment management. The candidate should be capable of independently troubleshooting complex production issues and driving resolution with minimal supervision.

Responsibilities

• Provide L2 production support for business-critical applications.
• Investigate and resolve production incidents within agreed SLAs.
• Perform end-to-end transaction tracing and Root Cause Analysis (RCA).
• Support and drive recovery during Major Incidents (P1/P2).
• Troubleshoot application, database, API, messaging, and integration-related issues.
• Work closely with Development, Infrastructure, DBA, Middleware, Security, and Business teams.
• Support production releases, deployments, change implementation, and post-release validation.
• Monitor application health and proactively identify stability, performance, and capacity issues.
• Develop and maintain operational dashboards, alerts, and support documentation.
• Drive automation, resiliency, observability, and continuous service improvement initiatives.
• Participate in Disaster Recovery (DR) exercises, failover testing, and production readiness activities.
• Support vulnerability remediation, audit findings, control testing fixes, and compliance-related activities.

Mandatory Skills

• Application Middleware
• Strong experience supporting Java/Tomcat-based applications in Production.
• Strong troubleshooting skills across application, middleware, and infrastructure layers.
• Database
• Strong MSSQL/SQL skills with experience in query analysis, performance troubleshooting, and data validation.
• Monitoring Observability
• Hands-on experience with Dynatrace for application monitoring, performance analysis, transaction tracing, and dashboard development.
• Hands-on experience with Splunk for log analysis, SPL query development, dashboard creation, and alerting.
• Messaging Integration
• Strong experience with IBM MQ troubleshooting and message flow analysis.
• Experience supporting Kafka producers, consumers, topics, and lag monitoring.
• Strong understanding of REST/SOAP APIs and integration troubleshooting.
• Strong experience with XML/XSD validation, schema analysis, and interface troubleshooting.
• Automation Infrastructure
• Windows Server support experience.
• PowerShell scripting knowledge.
• Basic understanding of networking and connectivity troubleshooting.
• Service Management
• Strong Incident Management, Problem Management, and Change Management experience.
• Good understanding of ITIL processes and Major Incident Management.
• Experience handling P1/P2 incidents in a Production Support environment.
• Security Operational Readiness
• Experience in vulnerability remediation and security compliance activities.
• Experience supporting audit/control testing remediation activities.
• Participation in DR drills, application recovery testing, and operational readiness reviews.

Experience Required

• 5+ years of Application/Production Support experience.
• Experience supporting highly integrated enterprise applications.
• Strong troubleshooting and analytical skills.
• Experience working in a 24x7 production support environment.
• Banking/Financial Services experience is preferred but not mandatory.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.