L2 Support Professional

Handle escalated issues from L1 support, perform root cause analysis, and resolve recurring or complex problems. Ensure timely resolution of incidents while adhering to Service Level Agreements (SLAs). Document troubleshooting steps and resolutions. Use monitoring tools to track the health, availability performance of microservices and identify bottlenecks or failures. Troubleshoot issues across multiple services and environments. Work closely with development, DevOps QA to address issues and improve application performance. Lead the severity calls ensuring effective communication and incident resolution. Provide mentorship to the L1 support team, facilitating knowledge transfer and promoting adherence to best practices Skills Qualifications Strong analytical and problem-solving skills. Proficiency in SQL, Linux/Unix basic network troubleshooting Familiarity with ticketing systems such as Jira and application monitoring tools(Grafana/Kibana). Basic understanding of devops, Shell scripting API testing Bachelors degree in Computer Science, Information Technology, or a related field IT certification will be considered as advantage 4-6 years of experience in application support, operation support or similar IT roles Work Schedule This role requires flexibility to work in a 24x7 shift environment, including weekends and public holidays