Level 2 Production Support Engineer (Ref 26597)

Responsibilities

• Provide Level 2 support for production applications, including incident analysis, troubleshooting, and resolution within agreed SLAs.
• Perform detailed root cause analysis and collaborate with Level 3 / development teams for complex issues and long-term fixes.
• Monitor application health and performance using tools such as Splunk, AppDynamics, and other enterprise monitoring solutions, proactively identifying, and addressing issues.
• Develop and maintain automation scripts (preferably in Python) to streamline support activities, monitoring, and incident resolution.
• Write and optimize SQL queries to investigate data-related issues and support application troubleshooting.
• Work closely with business and operations teams to understand issues, communicate status, and minimize impact on end users.
• Contribute to knowledge base articles, runbooks, and standard operating procedures to improve support efficiency and consistency.
• Participate in on-call rotations and support coverage for critical production systems as required.
• Continuously learn and adopt new technologies, tools, and best practices to improve the stability and reliability of supported applications.
• Collaborate with reporting and analytics teams where needed, leveraging tools such as Tableau, Power BI, or Business Objects for issue analysis and reporting.

Requirements

• Degree / Diploma in Computer Engineering or equivalent
• Minimum of 8 years of hands-on production support experience.
• Strong understanding of Azure fundamentals with practical experience in Azure Kubernetes Service (AKS).
• Proficiency in SQL for troubleshooting and data analysis. Experience with automation and scripting, preferably using Python.
• Proven experience in Level 2 support; exposure to Level 3/ development support is highly desirable.
• Experience with monitoring and logging tools such as Splunk, AppDynamics, and similar platforms,
• Strong analytical and problem-solving skills with the ability to quickly diagnose and resolve complex issues.
• Excellent communication skills and the ability to work effectively with technical and non-technical stakeholders.
• Demonstrated willingness and ability to learn and explore new technologies and tools

Nice-to-Have

• Experience with reporting and BI tools such as Tableau, Power BI, or Business Objects.
• Prior experience in performance tuning and capacity planning for production systems. Familiarity with ITIL processes (Incident, Problem, Change Management). Licence no: 12C6060