Description

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

This role is remote.

Responsibilities

• Perform initial triage and resolution for Level 2 tickets by monitoring Splunk, CloudWatch, Dynatrace, and ServiceNow alerts.
• Investigate API errors, transaction failures, and database issues using log analysis and SQL queries on AWS Aurora.
• Coordinate offshore and weekend support teams to ensure 24x7 coverage and adherence to Standard Operating Procedures.
• Manage incident lifecycles, documenting workarounds and resolutions in ServiceNow, Digital.ai, and Confluence.
• Track and report SLA compliance, including MTTA and MTTR, for offshore and weekend resources.

Required Skills

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

Key Skills

Education

Any Graduate