L2 Support - AVP
HybridBengaluru, Karnataka, India
Job Summary
Provide L2 production support for business-critical applications, investigating and resolving incidents within agreed SLAs while performing end-to-end transaction tracing and Root Cause Analysis. Support Major Incidents (P1/P2), troubleshoot issues across application, database, API, messaging, and integration layers, and collaborate with Development, Infrastructure, DBA, Middleware, Security, and Business teams. Manage production releases, deployments, and post-release validation while monitoring application health to identify stability, performance, and capacity issues. Develop operational dashboards, alerts, and support documentation, driving automation and continuous service improvement. Participate in Disaster Recovery exercises, failover testing, and vulnerability remediation activities.
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
- ITIL processes
- Vulnerability remediation
- Control testing fixes
- DR exercises
- 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
- Deployments
- 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
- Failover testing
- Production readiness activities
- Support vulnerability remediation
- Audit findings
- Control testing fixes
- 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
- Message flow analysis
- Experience supporting Kafka producers
- Experience supporting Kafka consumers
- Experience supporting Kafka topics
- Lag monitoring
- Strong understanding of REST/SOAP APIs
- Integration troubleshooting
- Strong experience with XML/XSD validation
- Schema analysis
- Interface troubleshooting
- Windows Server support experience
- PowerShell scripting knowledge
- Basic understanding of networking
- Connectivity troubleshooting
- Strong Incident Management
- Problem Management
- Change Management
- Good understanding of ITIL processes
- Major Incident Management
- Experience handling P1/P2 incidents in a Production Support environment
- 7+ 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
- English language
Desired Qualifications
- Banking/Financial Services experience
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