Description

You will provide hands-on Level 2 support to ensure the operational stability and performance of critical applications.

Responsibilities

• Perform initial triage and resolution for Level 2 tickets using Splunk, CloudWatch, and Dynatrace alerts.
• Investigate API errors, transaction failures, and database issues by running SQL queries on AWS Aurora.
• Oversee offshore and weekend support engineers to ensure SOP adherence and 24x7 coverage.
• Manage incident documentation, workarounds, and shift handovers within ServiceNow, Digital.ai, and Confluence.
• Track and report MTTA, MTTR, and SLA compliance for offshore and weekend teams.

Required Skills

• 5+ years of experience in application support or a related technical role.
• 3+ years of experience working within the banking or financial industry.
• Proficiency with Splunk, Dynatrace, and AWS CloudWatch.
• Experience troubleshooting API errors and database issues using SQL.
• Hands-on experience coordinating offshore teams in a 24x7 environment.
• Strong understanding of ITIL v4 Incident Management.
• Experience with ServiceNow and Digital.ai.
• Familiarity with SRE/DevOps practices and Agile environments.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent work experience.

Preferred Skills

• Experience participating in L2 on-call rotations.

Key Skills

Education

Any Graduate