Senior L1 /L2 Support Engineer

Key Responsibilities

Production Support & Incident Management

. Act as the primary Ll /L2 support contact for digital platforms, e-commerce systems, websites, and customer-facing services.

. Monitor incident queues, service requests, alerts, and support tickets, ensuring adherence to SLAs and operational procedures.

. Lead incident triage, troubleshooting, escalation, and resolution activities.

. Perform impact assessment and coordinate with relevant stakeholders during service disruptions.

. Support incident management activities and facilitate communication during critical outages.

. Conduct post-incident reviews and root cause analysis (RCA) to prevent recurrence.

. Develop and maintain operational runbooks, support procedures, and knowledge base articles.

System Monitoring & Reliability

. Monitor application, infrastructure, and business service health using observability and monitoring tools.

. Analyse system performance, availability, error trends, and capacity utilization.

. Configure and tune alerts to reduce noise and improve operational visibility.

. Collaborate with engineering teams to improve system reliability and operational resilience.

. Support Site Reliability Engineering (SRE)practices, including reliability metrics, incident reduction, and service availability improvements.

Cloud & Infrastructure Support

. Provide operational support for cloud-hosted applications and infrastructure, primarily on AWS.

. Perform first-level troubleshooting on:

o Compute services (EC2, ECS, Lambda)

o Networking

o Load Balancers

o CDN services

o Storage services

. Investigate infrastructure-related issues affecting application performance or availability.

. Support deployment verification and post-release monitoring activities.

Application & Integration Support

. Troubleshoot application issues across web, mobile, APIs, and middleware platforms.

. Analyse application logs, monitoring data, and system traces to identify root causes.

. Support integrations with external systems, partners, payment gateways, and other enterprise platforms.

. Work closely with L3 to reproduce issues and validate fixes.

. Support release and deployment activities, including late-night and weekend implementations when required.

Continuous Improvement

. Identify recurring incidents and operational inefficiencies.

. Drive automation opportunities to reduce manual effort and repetitive support activities.

. Recommend improvements to monitoring, alerting, deployment processes, and support workflows.

. Contribute to operational excellence initiatives and service reliability improvements.

Stakeholder &Vendor Management

. Collaborate with internal teams, external vendors, and partners across different geographies and time zones.

. Communicate effectively with technical and non-technical stakeholders.

. Provide timely updates during incidents and service disruptions.

. Participate in operational reviews, governance meetings, and service improvement discussions.

Required Skills & Experience Technical Skills

. 5+ years of experience in Application Support, Production Support, Technical Operations, TechOps, or related roles.

. Strong knowledge of AWS cloud services and operational support.

. Good understanding of cloud-native application architecture.

. Experience supporting:

o Digital platforms

o E-commerce systems

o Customer-facing web applications

o Mobile applications

. Knowledge of CDN technologies and content delivery architecture.

. Experience with monitoring and observability platforms such as:

o Datadog

o New Relic

o Dynatrace

o AppDynamics

o Grafana

o CloudWatch

. Familiarity with APM (Application Performance Monitoring) concepts.

. Understanding of SRE principles and operational best practices.

. Strong knowledge of:

o APIs

o Microservices

o Web services

o System integrations

o Authentication and authorization flows

. Experience using ticketing and ITSM platforms(Jira Service Management, ServiceNow, etc.).

. Understanding of Incident, Problem, and Change Management processes.

. Familiarity with log analysis tools such as Elasticsearch, Kibana, Splunk, or Cloud WatchLogs.

Soft Skills

. Strong troubleshooting and analytical thinking abilities.

. Naturally curious and investigative, with adesire to understand the full context behind incidents and operational events.

. Excellent problem-solving and root cause analysis skills.

. Strong ownership mindset and accountability.

. Ability to work independently in a fast-paced operational environment.

. Good communication and stakeholder management skills.

. Ability to remain calm and methodical during high-severity incidents.

. Strong documentation and knowledge-sharing practices.

. Continuous improvement mindset with a focus on automation and operational efficiency.

Good to Have Skills

. Knowledge of WeChat Mini Program ecosystem and integrations.

. Experience supporting SAP Commerce, Adobe Experience Manager (AEM), Magento, Shopify, or similar e-commerce platforms.

. Basic scripting skills (Python, Shell, Bash, PowerShell).

. Experience with API Gateway and event-driven architectures.

. AWS Certifications (Cloud Practitioner, Solutions Architect Associate, SysOps Administrator).

. ITIL Foundation certification.

. Experience supporting payment gateways and digital commerce ecosystems.

Working Conditions

. Participate in a 24x7 support and on-call rotation model.

. Support late-night, weekend, and public holiday deployments where required.

. Work closely with internal teams, vendors, and stakeholders across multiple time zones.

. Respond to critical production incidents outside business hours when necessary.