The L3 Production Support Engineer will be responsible for providing technical support for production environments, focusing on problem-solving, debugging, and root cause analysis. This role requires strong technical skills in UNIX, SQL, and at least one object-oriented programming language (such as Java), along with effective communication abilities to work with application development teams and other stakeholders.
Requirements
- +4 years of proven experience as an L2/3 support engineer in a production environment.
- Fluent English
- Proficiency in SQL (Pl/SQL), with a strong understanding of joins, stored procedures, and triggers.
- Solid experience with UNIX and Shell Scripting for monitoring and error handling.
- Ability to read and debug code in Java or any other object-oriented programming language.
- Skilled in debugging and troubleshooting, with a demonstrated ability to perform root cause analysis.
- Excellent communication skills, capable of explaining technical details to non-technical stakeholders.
- ITIL process experience, including Service Management, Knowledge Management, and Incident Management.
- Experience with other object-oriented programming languages, beyond Java.
- Prior experience in similar L2/L3 production support roles within technology or software development environments.
- Certifications in ITIL or other service management frameworks.
Responsibilities
- Offer Level 2 support for production systems, promptly addressing incidents and resolving issues.
- Communicate with application development teams and stakeholders to discuss technical and functional aspects of problems and solutions.
- Use ITIL processes for Service Management, Knowledge Management, and Incident Management to manage support workflows and document solutions.
- Write and execute SQL queries to analyze data, focusing on joins, stored procedures, and triggers.
- Monitor and troubleshoot processes and script errors in UNIX-based environments, utilizing Shell Scripting.
- Read and debug code in Java or other object-oriented programming languages to diagnose application-related issues.
- Perform root cause analysis (RCA) to identify underlying problems and suggest corrective actions.
- Document incidents, solutions, and best practices to improve support processes and contribute to knowledge sharing.
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