Description

You will provide hands-on Level 2 support to ensure the stability and performance of critical applications while serving as the primary liaison for offshore and weekend teams.

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 staff to ensure SOP adherence, SLA compliance, and smooth shift handovers.
• Maintain operational documentation, including playbooks and incident reports, within Confluence and ServiceNow.
• Collaborate with SRE, DevOps, and development teams to improve application resilience and deployment processes.

Required Skills

• 5+ years of experience in application support or a related technical role.
• 3+ years of experience within the banking or financial services industry.
• Proficiency with Splunk, Dynatrace, and AWS CloudWatch for monitoring and log analysis.
• Experience using ServiceNow and Digital.ai for incident and ticket management.
• Proven experience coordinating offshore teams within a 24x7 environment.
• Strong understanding of ITIL v4 Incident Management frameworks.
• Ability to troubleshoot API errors and database issues using SQL.
• Experience working within Agile environments and coordinating with SRE/DevOps teams.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent work experience.

Preferred Skills

• Experience conducting postmortem analysis and tracking MTTR/MTTA metrics.

Key Skills

Education

Any Graduate