L2 Production Support Role
We are seeking a proficient L2 Production Support professional for a permanent, remote position. This role operates on a US Shift (10 PM – 6 AM) and requires an immediate joiner. The ideal candidate will possess 3-5 years of hands-on experience.
Job Summary: This position is crucial for maintaining system stability in a 24/7 operational environment. You will be responsible for managing critical incidents, performing in-depth log and data analysis, and leveraging your expertise in Linux/Unix, Shell Scripting, and SQL to resolve complex issues.
Key Responsibilities:
- Incident Management: Lead the response to critical system outages, ensuring clear and timely communication. Collaborate effectively with cross-functional teams and drive incident resolution calls. Experience with ITIL processes and ServiceNow is essential. Conduct thorough post-incident reviews and root cause analysis (RCA).
- Analytics & Problem Solving: Employ a systematic approach to tackle intricate challenges. Analyze data to detect anomalies and identify trends. Investigate system failures and performance bottlenecks. Proactively manage problems and monitor risks. Automate recurring issues or implement fixes.
- Service Level & Process Adherence: Develop deep expertise in established processes and workflows. Ensure support activities meet Service Level Agreement (SLA) timelines and communication standards. Monitor service levels, identify performance issues, and resolve their underlying root causes.
Required Skills: 3-5 years of experience in Linux, Unix, Shell Scripting, SQL, and Incident Management.
Technical Knowledge:
- Scripting: Proficient in Unix shell scripting, including disk space investigations, log analysis, and advanced text processing.
- Databases: Ability to understand data models, entity relationships, construct complex SQL queries, utilize analytical functions (experience with DB2, Oracle, NoSQL is beneficial), and basic performance tuning.
- Programming: Foundational knowledge of Java/Python to identify problem components, track code errors, suggest fixes, and map application behavior to source code. Exposure to Microservices and APIs is advantageous.
- Messaging: Understanding of message queuing technologies like MQ Series, Kafka, SWIFT, and event-driven architectures.
- Analytics: Strong SQL skills, pattern recognition, and performance monitoring capabilities.
Education: A Bachelor's degree in Technology (B.Tech), Engineering (B.E.), or Science (B.Sc.) with a specialization in IT is required.
