L3 Support Admin

Hi All .

Greetings from Orcapod consulting services

We have the openings for L3 Support Admin (6-8 years)

Location-Pune, Chennai, Bangalore

Role & responsibilities

Owns P2 resolution, joins P1 major-incident bridges alongside the Operations Lead, and driving root-cause analysis through to permanent fixes. Beyond reactive work, this role builds automation that shrinks manual effort: AWS event-driven workflows for daily data loads, vulnerability and patch management, security findings, and IAM key rotation, plus alert-reduction and self-healing routines.

Key Responsibilities

• Own root-cause analysis and debugging for escalated P2 incidents; join P1 major-incident bridges with the Operations Lead for complex issue resolution and technical troubleshooting.
• Perform API and data validation, including MongoDB/DynamoDB, and implement code-level fixes within automation scripts, runbooks, and test/monitoring utilities.
• Consultant to engineering team on code-level/product fixes and release & deployment decisions, providing root-cause context and diagnostic evidence.
• Design, build, and maintain automation and self-healing.
• Automate recurring operational workflows: daily data loads with validation, orchestration, and alerting; vulnerability triage; patch-compliance ticketing and change requests; IAM access-key rotation with audit reporting.
• Integrate and tune AI-driven routing and prioritization with alert deduplication and suppression; contribute to the observability scorecard.
• Author and harden runbooks, monitoring/test utilities, and diagnostic tooling, raise observability maturity across services.
• Mentor L1.5/L2 engineers, review escalation quality, and lead problem management for recurring incidents.
• Serve in the L3 Saturday/holiday on-call rotation for escalations and high-priority incidents.

Required Skills & Qualifications

• Strong debugging, scripting/automation, and root-cause-analysis experience in a production-support environment.
• Hands-on experience with core AWS services: EventBridge, Lambda, Step Functions, Systems Manager, Security Hub, IAM, Secrets Manager, CloudWatch/CloudTrail, and SNS/SES.
• Experience working with vulnerability-scanning sources.
• Experience automating ticket workflows via Jira and ServiceNow.
• API and data validation experience, including MongoDB/DynamoDB.
• ITIL-aligned problem-management and root-cause-analysis discipline in an SLA-driven, 24x5 environment.
• Willingness to serve in the L3 Saturday/holiday on-call rotation.

Preferred Qualifications

• Experience tuning incident-routing or alert-reduction.
• Experience in GxP-regulated support environments.
• Experience with compliance checks such as CIS and PCI DSS in a security-findings context.

If interested please share your profile to [email protected]

Regards .

Roopa