Job Description

Responsibilities Incident & Application Support
  • Provide second-line (L2) support for production and staging systems, handling escalations from L1 Support.
  • Investigate application errors, system alerts, performance degradation, and integration issues.
  • Restore services within agreed SLA/OLA timelines and ensure proper incident closure.
Troubleshooting & Root Cause Analysis
  • Perform in-depth troubleshooting using logs, metrics, and monitoring tools.
  • Conduct root cause analysis (RCA) for recurring or high-impact incidents.
  • Propose and implement corrective and preventive actions to reduce incident recurrence.
Collaboration & Escalation
  • Work closely with L3 engineers, DevOps, and vendors to resolve complex technical issues.
  • Provide clear technical findings, logs, and evidence when escalating issues.
  • Participate in incident bridges, post-incident revi...

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