Support Engineer
Responsibilities
Qualifications & Requirements
Experience Level: Mid Level
Full Job Description
Java Production Support Engineer (L2/L3)
Are you a skilled Java Production Support Engineer with 2-4 years of experience looking to ensure the stability and performance of enterprise-level Java applications? BirlaSoft is seeking a proactive individual to join our production operations team. This role involves handling complex Level 2 (L2) and Level 3 (L3) technical issues, managing critical incidents, and collaborating with high-performing engineering teams across multiple locations including Pune, Chennai, Bangalore, Hyderabad, and Noida. We operate on a 24x7 rotational shift schedule to maintain seamless service delivery.
Role Overview
As a Java Production Support Engineer, you will be instrumental in maintaining the uptime and reliability of our Java-based enterprise applications. You will be the go-to person for resolving sophisticated technical challenges, ensuring rapid and effective incident management, and contributing to the overall health of our production environment.
Key Responsibilities
- Production Support & Troubleshooting: Provide comprehensive, end-to-end support for Java applications, meticulously identifying root causes of technical glitches and implementing robust, permanent fixes.
- Incident Management: Lead the resolution of P1 (Critical) and P2 (High) incidents, strictly adhering to defined Service Level Agreements (SLAs). Facilitate seamless communication with stakeholders, providing timely and accurate status updates during critical outages.
- Database Management: Develop and optimize complex SQL queries for efficient data retrieval and manipulation. Execute data fixes and troubleshoot performance bottlenecks within Oracle and MSSQL database environments.
- Cloud & Infrastructure: Proactively monitor and manage application health on Amazon Web Services (AWS). Leverage cloud-native monitoring tools to guarantee high availability and performance.
- API & Microservices Support: Troubleshoot issues within RESTful APIs and Microservices architectures. Analyze logs and traces to pinpoint and resolve connectivity or logic failures.
- Cross-Functional Coordination: Serve as a crucial liaison between Development, DevOps, and Business teams, ensuring smooth transitions from deployment to production and fostering collaborative problem-solving.
- Documentation: Maintain meticulous records of all incidents, their resolutions, and comprehensive Root Cause Analysis (RCA) reports within designated ticketing tools.
Technical Skills & Qualifications
- A strong command of Core Java, including expertise in Collections, Multithreading, Exception Handling, and Object-Oriented Programming (OOPS) concepts.
- Hands-on experience in debugging Java code and analyzing thread dumps and heap dumps is essential.
- A solid understanding of Microservices architecture and RESTful APIs.
- Proficiency in Oracle and MS SQL Server, with the ability to write stored procedures, triggers, and perform complex joins for in-depth data analysis.
- Practical knowledge of key AWS services such as EC2, S3, CloudWatch, IAM, or Lambda.
- Expertise in utilizing Ticketing Tools like Jira and ServiceNow.
- Familiarity with essential monitoring tools (e.g., Splunk, New Relic).
- Prior experience in handling L2/L3 support in a high-pressure production environment is required.
- Must be willing and able to work in a 24x7 rotational shift model, which includes weekends and holidays.
- Knowledge of ITIL frameworks, specifically Incident, Problem, and Change Management, is a plus.