L2 Production Support Engineer - ITIL Frameworks (7-10 yrs)

Required Skills :

- Strong in SQL, UNIX, AWS environment

- Knowledge of Python/ Node.js is good to have.

- Experience in Lending/ Payments and integrations by REST APIs is preferred.

- Excellent troubleshooting and problem solving skills.

- Good understanding of ITIL Framework with SLA and KPI metrices

- Minimum 7-10 years of experience in development/support

- Well versed in performing the RCAs and maintaining the knowledge article.

- Excellent communication and interpersonal skills

Role Description :

As an L2 Production Support Engineer, you will be responsible for monitoring, troubleshooting, and resolving issues in production environments, with a focus on ensuring the stability and performance of critical applications and systems.

You will act as the second line of defense, escalating issues to L3 teams when necessary, while maintaining a proactive approach to incident management and root cause analysis.

Key Responsibilities :

1. Incident Management :

- Monitor production systems for issues and respond to incidents within defined SLAs.

- Analyze, troubleshoot, and resolve technical problems in a timely manner.

- Collaborate with cross-functional teams to resolve complex issues.

2. Root Cause Analysis (RCA) :

- Conduct in-depth RCAs for critical incidents.

- Document findings and create knowledge base articles to prevent recurrence.

3. System Maintenance :

- Perform routine maintenance tasks like log analysis, patch updates, and system health checks.

- Automate repetitive tasks for improved efficiency.

4. Application Support :

- Support applications running on UNIX, SQL, and AWS environments.

- Debug and resolve issues related to REST API integrations and related services.

5. Collaboration and Communication :

- Work closely with development (L3) teams for escalations and code fixes.

- Communicate effectively with stakeholders, providing timely updates on issue resolution.

6. Process Adherence :

- Follow ITIL best practices for incident, problem, and change management.

- Ensure SLA and KPI metrics are consistently met.

7. Knowledge Management :

- Maintain and update documentation, SOPs, and technical guides.

- Train junior team members and provide mentorship where needed.

Required Skills :

1. Technical Expertise :

- Strong hands-on experience in SQL, UNIX/Linux commands, and AWS cloud environment.

- Knowledge of scripting/programming languages like Python or Node.js is a plus.

2. Domain Experience :

- Familiarity with Lending/Payments systems and REST API integrations is highly preferred.

3. Analytical Skills :

- Excellent troubleshooting and problem-solving capabilities.

4. ITIL Framework :

- Understanding of incident, problem, and change management processes.

5. Soft Skills :

- Strong communication and interpersonal skills to interact with diverse teams.

- Ability to work under pressure and manage multiple priorities effectively.

Experience :

- 7-10 years of development/support experience with a proven track record of handling production environments.