L2 Support - Associate
HybridBengaluru, Karnataka, India
Bengaluru, Karnataka, IndiaHybridFull TimeEntry Level
Full TimeEntry Level
Job Summary
Provide L2 production support for business-critical applications by investigating and resolving incidents within SLAs, performing end-to-end transaction tracing, and conducting Root Cause Analysis. Support Major Incidents (P1/P2) while troubleshooting issues across application, database, API, messaging, and integration layers. Collaborate with Development, Infrastructure, and Security teams to manage production releases, validate changes, and monitor application health for stability and performance. Develop operational dashboards, drive automation initiatives, and participate in Disaster Recovery exercises and vulnerability remediation activities. Work in a 24x7 rotational shift environment in Bangalore.
Required Qualifications
- L2 Support Engineer
- Production support for critical enterprise applications
- Strong technical troubleshooting capabilities across application, database, middleware, messaging, monitoring, and infrastructure layers
- Ownership of production incidents
- Problem resolution
- Operational stability
- Continuous service improvement
- Fast-paced environment
- Hands-on expertise in Tomcat
- Hands-on expertise in SQL
- Hands-on expertise in Dynatrace
- Hands-on expertise in Splunk
- Hands-on expertise in MQ
- Hands-on expertise in Kafka
- Hands-on expertise in APIs
- Hands-on expertise in XML/XSD
- Hands-on expertise in ITIL processes
- Hands-on expertise in vulnerability remediation
- Hands-on expertise in control testing fixes
- Hands-on expertise in DR exercises
- Hands-on expertise in production environment management
- Independently troubleshooting complex production issues
- Driving resolution with minimal supervision
- Investigate and resolve production incidents within agreed SLAs
- Perform end-to-end transaction tracing
- 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
- Support deployments
- Support change implementation
- Post-release validation
- Monitor application health
- Proactively identify stability, performance, and capacity issues
- Develop and maintain operational dashboards
- Develop and maintain alerts
- Develop and maintain support documentation
- Drive automation
- Drive resiliency
- Drive observability
- Drive continuous service improvement initiatives
- Participate in Disaster Recovery (DR) exercises
- Participate in failover testing
- Participate in production readiness activities
- Support vulnerability remediation
- Support audit findings
- Support control testing fixes
- Support compliance-related activities
- Strong experience supporting Java/Tomcat-based applications in Production
- Strong troubleshooting skills across application, middleware, and infrastructure layers
- Strong MSSQL/SQL skills
- Experience in query analysis
- Experience in performance troubleshooting
- Experience in data validation
- Hands-on experience with Dynatrace for application monitoring
- Hands-on experience with Dynatrace for performance analysis
- Hands-on experience with Dynatrace for transaction tracing
- Hands-on experience with Dynatrace for dashboard development
- Hands-on experience with Splunk for log analysis
- Hands-on experience with Splunk for SPL query development
- Hands-on experience with Splunk for dashboard creation
- Hands-on experience with Splunk for alerting
- Strong experience with IBM MQ troubleshooting
- Strong experience with message flow analysis
- Experience supporting Kafka producers
- Experience supporting Kafka consumers
- Experience supporting Kafka topics
- Experience supporting Kafka lag monitoring
- Strong understanding of REST/SOAP APIs
- Strong understanding of integration troubleshooting
- Strong experience with XML/XSD validation
- Strong experience with schema analysis
- Strong experience with interface troubleshooting
- Windows Server support experience
- PowerShell scripting knowledge
- Basic understanding of networking
- Basic understanding of connectivity troubleshooting
- Strong Incident Management experience
- Strong Problem Management experience
- Strong Change Management experience
- Good understanding of ITIL processes
- Good understanding of Major Incident Management
- Experience handling P1/P2 incidents in a Production Support environment
- 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
- Permanent, full-time position
- Located in Bangalore
- Hybrid working
- Submit your application in English
Desired Qualifications
- Banking/Financial Services experience
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