L3 Support Role

Middleware Support Engineer - knowledge on AWS cloud Application support

Should have knowledge on AWS Cloud Application System Hosting

Knowledge on deployment and management of containerized applicationsDebugging Scripting & automation Root-cause fixes API / data validation Code-level fixes

Resource should have knowledge on Monitoring tools

24x5 support coverage, with a focus on critical support during US business hours for incidents escalated from L1 to L2.Esclation to Ops Lead

Oncall support during weekends

Support API connectivity issues and cordinate with Infra & Platform Teams & Product / Engineering Teams

Root cause analysis and critical issue triaging

Security patching & maintenance of applications

Escalations to L3 support are expected for complex issues, but the volume of issues escalated should not increase from current levels

Documentation & Knowledge Base: Updating help documentation and internal knowledge resources

Development and maintenance of operational run books for business-critical operations

Manage cluster storage and persistent volumes

ITSM & governance support with ticket prioritization, categorization and documentation updates Daily, weekly and monthly reporting on incidents, performance and compliance tracking