L2 Production Support

We are hiring an ApplicationProduction Support to manage production incidents, perform problem management, and ensure timely resolution of issues. The role involves handling incident and problem tickets through enterprise ITSM tools and collaborating with technical teams to maintain service stability.

Key Responsibilities

• Identification and resolution of production incidents.

• Problem management post-incident resolution to determine root causes, implement mitigating actions, and drive permanent resolutions.

• Management of incident and problem tickets through the ITSM tool.

• Capacity and performance management of applications.

• Collaborate with development teams for onboarding and training of new services or major upgrades.

• Provide support during internal and external audits.

• Stakeholder management, working closely with business and operations partners to understand KPI metrics, measure service stability, and prioritize defect fixes and enhancements.

Required Skills & Experience

• 5+ years of relevant IT experience in production support, ITIL, release support, technical implementations, or equivalent.

• Flexibility, ability to navigate ambiguity, and quickly establish credibility among technical peers.

• Excellent written and verbal communication skills (English).

• Proven knowledge in some or all of the following:

  • Core Java / Java/J2EE, JDBC, EJB, Java Web Services

  • Server-side technologies: SOAP/RESTful services, XML/XSLT, AOP, MQ, Microservices, integration platforms.

• Good knowledge of middleware components and application servers (e.g., message brokers, JBoss, integration platforms).

• Strong operating system knowledge in Unix/Linux and Windows, including scripting skills.

• Experience with database technologies (e.g., Oracle, DB2, PL/SQL) to support incident resolution.

• Knowledge of event-driven and schedule-driven batch processes.

• Hands-on experience in various production support roles (L1/L2/L3) and using 2-3 widely used monitoring/scheduling tools.

• Ability to provide front-line technical support for incidents, problems, release/deployment, operational readiness, application monitoring, and production governance.

• Experience with troubleshooting, root cause analysis, and resolution using advanced queries and programming skills.

• Experience in real-time restoration and triaging of issues impacting technical services, keeping stakeholders informed during the restoration period.

• Ability to collaborate closely with infrastructure, development, and testing teams for software/hardware upgrades, server upgrades, and integrated/independent releases.

• Ability to assess initial severity, gather impact data, engage supporting teams, and escalate as necessary to ensure timely resolution.

• Experience with on-call support, triaging problems, and coordinating with various support teams for incident and problem management.

• Ability to communicate application status and health across business and management teams.

  Next Step:

  If interested, you can click on Apply here or write an e-mail to [Confidential Information] with your updated resume.

  Dimple Jain
  EA LIcence No.91C2918
  Personnel Registration No. R22107270