Role and Responsibilities:
The Level 3 (L3) Support team provides the highest level of technical expertise for the HEALIX Data Streaming platform. This role is responsible for resolving complex technical issues escalated from Level 2 (L2) support, performing in-depth root cause analysis, and driving long-term solutions to enhance system stability, performance, and scalability. The L3 team also supports ongoing platform improvements, integration enhancements, and environment optimization
Key Responsibilities:
- Resolve critical or complex incidents escalated from L2 support.
- Conduct deep-dive analysis of application, data pipeline, and infrastructure issues.
- Work with vendors and engineering teams to implement permanent fixes.
Root Cause Analysis & Problem Management:
- Lead technical investigations to identify underlying causes of recurring or major issues.
- Develop and implement preventive measures and corrective action plans.
- Maintain technical documentation and RCA reports for audit and knowledge sharing.
System Enhancement & Optimization:
- Support design and implementation of enhancements to improve system reliability and performance.
- Review and optimize data streaming workflows, resource utilization, and integration configurations.
- Participate in code reviews, configuration tuning, and performance testing.
Change & Release Management:
- Support deployment of software updates, patches, and configuration changes.
- Collaborate with DevOps and engineering teams to ensure smooth rollouts and rollback plans.
- Validate system stability post-deployment.
Collaboration & Knowledge Transfer:
- Work closely with development, data engineering, and architecture teams on system improvements.
- Provide technical guidance and training to L2 support.
- Contribute to the creation and maintenance of the technical knowledge base.
Requirements / Qualifications Requirements:
- Degree in Computer Science, Information Technology, Engineering, or related field.
- Experience in system, data platform, or application support.
- Hands-on experience with cloud platforms (e.g., AWS), data streaming frameworks (e.g., Kafka, Databricks), and automation tools.
- Strong understanding of APIs, data pipelines, monitoring tools, and incident management processes.
- Strong communication and collaboration skills across technical and business teams.
- Familiarity with ITIL or similar service management frameworks is preferred.
