L2 Production Support

Job Summary

We are looking for an experienced L2 Production Support Engineer with hands-on experience in event management, incident handling, ServiceNow, and monitoring tools. The ideal candidate should have strong troubleshooting skills and experience in maintaining production system stability and resolving technical issues within defined SLAs.

Primary Skills

L2 Production Support

Event Management and Incident Management

ServiceNow

Monitoring tools such as Splunk, AppDynamics, or ThousandEyes

Secondary Skills

Batch Monitoring and Scheduling

Unix/Linux troubleshooting

Windows Server troubleshooting

Key Responsibilities

Monitor production systems and applications to ensure availability and stability.

Handle L2 incidents, events, alerts, and service requests.

Use ServiceNow for incident logging, tracking, prioritization, and resolution.

Analyze monitoring alerts using Splunk, AppDynamics, or ThousandEyes.

Perform initial troubleshooting, identify root causes, and coordinate with relevant teams for issue resolution.

Monitor batch jobs and scheduled tasks, and troubleshoot failures.

Perform basic Unix/Linux and Windows Server troubleshooting.

Ensure timely incident resolution in accordance with SLA requirements.

Maintain incident records and provide updates to stakeholders.