The L2 Production Support Engineer will be responsible for supporting, troubleshooting, and resolving technical issues in a production environment. The role requires strong communication skills, an analytical mindset, and hands-on technical expertise in UNIX, SQL, and Java. The successful candidate will collaborate with development teams, stakeholders, and other support engineers to ensure the stability and performance of production systems.
Requirements
- +4 years of proven experience as an L2 support engineer in a production environment.
- Fluent English
- Strong verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders.
- Hands-on experience with SQL (Pl/SQL) and UNIX-based environments.
- Proficiency in Shell Scripting and monitoring UNIX processes.
- Knowledge of ITIL processes, including Service Management, Knowledge Management, and Incident Management.
- Ability to read and debug Java code for troubleshooting purposes.
- Skilled in debugging and troubleshooting, with a demonstrated ability to perform root cause analysis.
Responsibilities
- Provide Level 2 support for production systems, responding to incidents and issues within defined SLAs.
- Communicate effectively with stakeholders and development teams to articulate technical and functional aspects of problems and solutions.
- Follow ITIL processes for Service Management, Knowledge Management, and Incident Management.
- Perform root cause analysis (RCA) and provide recommendations for process and technical improvements.
- Write and execute SQL queries to extract and analyze data, including procedures and triggers.
- Monitor UNIX-based processes and handle error diagnostics using UNIX and Shell Scripting.
- Read, understand, and debug Java code to troubleshoot application-related issues.
- Collaborate with other support teams to maintain system stability and ensure efficient resolution of incidents.
- Document incidents, resolutions, and workarounds to contribute to the Knowledge Management process.
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