L2 Support Engineer

We are looking for passionate, self-motivated technical individuals that have the desire and capability to think outside the box to solve complex problems. You will act as the main point of contact for technical issues in L2 Support and work collaboratively with software development, and quality teams, to facilitate problem solving.

Role & responsibilities:

• Take end-to-end Ownership of Application Support for Production Systems Issues resolution.
• Responsible for:
• Providing the first line of after-deployment technical support at L2 level for applications and and/or associated production systems diagnostics, and network health monitoring like DataDog, Moveit.
• Manage team of technical support engineers who provide technical support to users
• Escalates complex problems to the L3 level of expertise within organization, along with observations from investigative and diagnostic assessments.
• Co-ordinating in the investigation of repeated technical issues affecting user system and seeing through to resolution.
• Escalate issue to the following department like Vendor/IT/Product Team
• Monitor and track issue/incident tickets, through service desk and other channels, and research, diagnose, troubleshoot, and identify solutions to resolve system / application issues, in a timely manner, while ensuring service level requisites (SLAs) are met or exceeded on the better side.
• Provide some periodical and/or emergency support (i.e. on-call support), as may be needed from time-to- time.
• Execute Scheduled Tasks and Intra-day Application Health checks.
• Provide eyes-on-glass real-time monitoring of the applications and batches.
• Escalate incidents/failures to Level 3 Support in line with the defined escalation process and drive the closure within the SLAs.
• Provide regular and high-quality updates to the customer on the progress on the incidents, including SLA breaches.
• Proactively identify opportunities to increase team efficiency such as reducing manual effort or decreasing the number of production incidents.
• Support scheduled weekend activities (e.g. BCM testing, Data Centre Power down, Major Releases) of Production applications.
• Develop and maintain excellent relationships and communication with global stakeholders, other IT teams, and business areas.
• Flexibility to work during USA timing hours and adapt to changing priorities in a fast-paced environment.

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