Description

You will lead L2/L3 support for Java-based applications and AWS infrastructure, owning incident triaging, RCA, and resolution while ensuring SLA adherence.

This role is on-site.

Responsibilities

• Manage production support operations including 24x7/on-call rotations and serve as the primary escalation point for critical customer incidents.
• Troubleshoot complex issues across application, middleware, and infrastructure layers, coordinating resolution between teams.
• Drive post-incident reviews, preventive actions, and continuous improvement initiatives to reduce MTTR and increase availability.
• Implement automation for repetitive support processes and improve runbooks, SOPs, and the internal knowledge base.
• Provide status updates, technical explanations, and reporting to stakeholders, ensuring clear communication during outages.

Required Skills

• 12+ years of overall experience with at least 4–5 years in Application/Infrastructure Support.
• Strong Java application support expertise, including Spring, APIs, and Microservices.
• Hands-on experience with AWS services: EC2, Lambda, S3, RDS, and CloudWatch.
• Proficiency in monitoring and logging tools such as New Relic and CloudWatch.
• Experience with DevOps and CI/CD pipelines using Terraform, Jenkins, and Git.
• Solid understanding of Linux, networking basics, and databases (SQL/NoSQL).
• Proven ability to handle critical escalations and manage customer-facing onsite roles.

Preferred Skills

• Experience driving AIOps, predictive monitoring, or observability improvements.
• Exposure to ITSM tools like ServiceNow and JIRA for incident management.

Key Skills

Education

Bachelor's degree