Key Responsibilities
Incident & Problem Management
- Own end‑to‑end resolution of incidents escalated from L1.
- Perform deep troubleshooting of Java applications, logs, JVM parameters, and platform components.
- Actively participate in or lead Major Incident (MI) bridges.
- Perform RCA and implement permanent fixes.
- Identify recurring issues, trends, and preventive actions.
Change, Release & Operational Readiness
- Review and support production changes related to applications/middleware.
- Perform post‑change validation and production checkouts.
- Highlight risks related to Java versions, certificates, dependencies, and configurations.
- Ensure applications meet availability, performance, and resilience targets.
Monitoring, Automation & Maintenance
- Monitor application health, performance metrics, and system behavior.
- Develop and enhance automation scripts (Shell/Python/PowerShell) for health checks, validations, and repetitive tasks.
- Improve monitoring dashboards, alerts, and observability coverage.
- Maintain and update runbooks, SOPs, and KB articles.
Collaboration & Stakeholder Communication
- Work closely with Dev (L3/L4), Infrastructure, DB, Middleware, and Security teams.
- Serve as the primary operational contact for assigned applications.
- Provide clear technical updates during incidents and changes.
Skills & Qualifications
Technical Skills
- Strong Java and .Net fundamentals and troubleshooting.
- Strong Unix/Linux and networking skills.
- Scripting (Shell/Python/PowerShell) – development & optimization.
- Experience with observability tools: Splunk, Grafana, AppDynamics, ELK.
- Solid understanding of ITSM processes (Incident, Problem, Change).
- Experience in RCA, DR validation, and resilience operations.
Soft Skills
- Strong analytical and problem-solving capabilities.
- Ownership mindset and ability to handle high pressure issues.
- Clear communication with stakeholders at all levels.
Experience & Education
- 3–6 years in application support, production operations, or ARO.
- Bachelor’s degree in engineering, Computer Science, or equivalent.
Working Conditions
- Rotational shifts including nights/weekends/holidays.
- Fast-paced environment with multiple priorities.
- Hybrid working model
