L2 -Support Engineer/Production Support

Profile: Production Support (L2 Support)

Duties & accountabilities

• Provide second line client-facing technical support for issues escalated by first line support teams.
• Apply strong technical skills and good business knowledge together with investigative techniques and problem-solving skills to identify and resolve issues efficiently and in a timely manner.
• Work collaboratively with development team required for third line escalation.
• Coordinate with product and delivery teams to ensure the Service Management team is ready for new releases and engaged in early design of new enhancements.
• Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.
• Apply AI/ML techniques to detect anomaly, predict alerting, and to enhance support operations.

Key Areas of The Teams Responsibilities Are

• Proactive monitoring and management of business critical 24x7 real-time. Where required to rectify issues in a timely fashion to restore application functionality.
• Ensure incidents are correctly processed, assessing business and technical impact and severity.
• Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or IT Change activity to resolve.
• Ensuring the communication to the business community remains active.
• Application responsibilities will cover Application Infrastructure, Data Fixes, User Queries, User Education and Incident Investigation.
• Monitoring of application events alerts, job schedules, capacity monitors and performance KPI's. Creation and ownership of change requests raised to address any of the above issues.
• Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence).
• Work to provide services to agreed Service Level Targets and Operating Level Agreements.
• Leverage AI Ops techniques to analyse logs, metrics, traces, and event data, enabling proactive trend identification and continuous optimization of system performance

Education and Hand on experience required

• Preferably 4+ years of direct experience in Site Reliability Engineering or DevOps roles, high availability, and incident response in AWS or Azure or GCP.
• Proficiency with cloud computing environments (AWS / GCP/ Azure).
• Good understanding of Application Support processes
• Ideally familiar with monitoring tools such as Splunk, Cloudwatch, Dotcom and Monolith.
• Expertise in Oracle SQL/PostgreSQL: Proficiency in advanced SQL techniques, query optimization, and experience with complex database systems.
• Experience with advanced observability tools (e.g., Prometheus, Grafana, Splunk) for monitoring, logging, and tracing.
• Experience in leading post-mortem analyses and implementing preventative measures to avoid recurrence of incidents.
• Excellent problem-solving skills and the capacity to lead effectively under pressure during incident response and outage management.
• Must understand operating systems most especially Windows and Linux. Good scripting experience (preferably including python) an advantage.