L2 Operation Support

Key Responsibilities

• Handle escalated issues from L1 support, perform root cause analysis, and resolve recurring or complex problems.
• Ensure timely resolution of incidents while adhering to Service Level Agreements (SLAs). Document troubleshooting steps and resolutions.
• Use monitoring tools to track the health, availability & performance of microservices and identify bottlenecks or failures. Troubleshoot issues across multiple services and environments
• Work closely with development, DevOps & QA to address issues and improve application performance.
• Lead the severity calls & ensuring effective communication and incident resolution.
• Provide mentorship to the L1 support team, facilitating knowledge transfer and promoting adherence to best practices

Skills & Qualifications

• Strong analytical and problem-solving skills.
• Proficiency in SQL, Linux/Unix & basic network troubleshooting
• Familiarity with ticketing systems such as Jira and application monitoring tools(Grafana/Kibana).
• Basic understanding of devops, Shell scripting & API testing
• Bachelor's degree in Computer Science, Information Technology, or a related field
• IT certification will be considered as advantage
• 3-5 years of experience in application support, operation support or similar IT roles

Work Schedule

This role requires flexibility to work in a 24x7 shift environment,including weekends and public holiday.