L2 Support - AVP

Role Overview

We are seeking a highly skilled and hands-on L2 Support Engineer to provide production support for critical enterprise applications. The ideal candidate will have strong technical troubleshooting capabilities across application, database, middleware, messaging, monitoring, and infrastructure layers. This role requires ownership of production incidents, problem resolution, operational stability, and continuous service improvement in a fast-paced environment.

Candidate Profile

Looking for a technically strong L2 Support Engineer with hands-on expertise in Tomcat, SQL, Dynatrace, Splunk, MQ, Kafka, APIs, XML/XSD, ITIL processes, vulnerability remediation, control testing fixes, DR exercises, and production environment management. The candidate should be capable of independently troubleshooting complex production issues and driving resolution with minimal supervision.

Key Responsibilities

• Provide L2 production support for business-critical applications.
• Investigate and resolve production incidents within agreed SLAs.
• Perform end-to-end transaction tracing and Root Cause Analysis (RCA).
• Support and drive recovery during Major Incidents (P1/P2).
• Troubleshoot application, database, API, messaging, and integration-related issues.
• Work closely with Development, Infrastructure, DBA, Middleware, Security, and Business teams.
• Support production releases, deployments, change implementation, and post-release validation.
• Monitor application health and proactively identify stability, performance, and capacity issues.
• Develop and maintain operational dashboards, alerts, and support documentation.
• Drive automation, resiliency, observability, and continuous service improvement initiatives.
• Participate in Disaster Recovery (DR) exercises, failover testing, and production readiness activities.
• Support vulnerability remediation, audit findings, control testing fixes, and compliance-related activities.