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 of 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 and shift handovers within ServiceNow, Digital.ai, and Confluence.
• Track and report MTTA, MTTR, and SLA compliance for offshore and weekend staff.

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 running SQL queries for database troubleshooting.
• Hands-on experience with API error investigation and transaction failure analysis.
• Experience coordinating offshore teams in a 24x7 environment.
• Working knowledge of ITIL v4 Incident Management.
• Experience with ServiceNow and Digital.ai ticketing tools.
• Familiarity with SRE/DevOps practices and Agile environments.
• Ability to maintain technical documentation in Confluence.

Preferred Skills

• Experience coordinating with DevOps and development teams to improve application resilience.

Key Skills

Education

Any Graduate