Position Overview
Responsibilities - 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 reviews, and operational discussions.
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