Hiring Locations: Chennai, Trivandrum, Kochi

Role Description

Provide L2 support for customer systems, applications, and infrastructure by monitoring, triaging, and resolving issues with minimal guidance. Ensure system stability, meet SLAs, and deliver process improvements while mentoring junior team members.

Key Responsibilities

1. Issue Management & Resolution

Monitor, triage, and resolve all issues related to applications, systems, and infrastructure tools in production.

Identify, diagnose, and resolve L2 issues via phone, chat, and/or email.

Adhere to SOPs, standards, and security guidelines when resolving production issues.

Escalate problems as per guidelines and ensure follow-ups until resolution.

2. Customer & Stakeholder Management

Understand business and system domain to resolve issues effectively.

Act as POC for customer escalations and requests.

Coordinate SWAT calls and provide timely updates to stakeholders and leadership.

3. Monitoring & Reporting

Application and system monitoring to ensure availability and performance.

SLA tracking and reporting, including weekly and monthly dashboards.

Publish updates and status reports as per project standards.

4. Knowledge & Documentation

Maintain and update documentation for processes, resolutions, and configurations.

Absorb and contribute to project-related knowledge repositories.

Participate in training programs and mentor junior team members.

5. Continuous Improvement

Identify automation and process improvement opportunities.

Conduct periodic analysis of support tickets to reduce recurrence of known issues.

Mandatory Skills

Strong communication (written & verbal) and documentation skills.

SQL fundamentals for troubleshooting.

AWS basics for application and infrastructure support.

Core Java basics for understanding application behavior.

JIRA tool management for issue tracking.

Application monitoring and ticket management (L1/L2).

Ability to own SWAT call initiation and coordinate incident management.

Good-to-Have Skills

Familiarity with Agile methodology.

Knowledge of integrated development environments (IDE).

Basic scripting for automation.

Understanding of customer-specific business domains.

Soft Skills

Problem-solving mindset with proactive approach.

Team player with collaborative attitude.

Customer-oriented approach with empathy.

Ability to work under minimal supervision.

Strong time management and prioritization skills.

Experience Range

2 to 5 years of relevant production support / L2 support experience.