Support Engineer

Java Production Support Engineer (L2/L3) - Noida

BirlaSoft is seeking a proactive and technically proficient Java Production Support Engineer to join our production operations team in Noida, India. This is a permanent, full-time position requiring 2-4 years of experience and involves working in 24x7 rotational shifts.

In this role, you will be responsible for ensuring the stability, reliability, and performance of our Java-based enterprise applications. You will handle complex Level 2 (L2) and Level 3 (L3) technical issues, manage critical incidents, and collaborate across high-performing engineering teams to maintain seamless service delivery.

Key Responsibilities:

• Production Support & Troubleshooting: Provide end-to-end support for Java applications, identifying root causes of technical glitches and implementing permanent fixes.
• Incident Management: Lead the resolution of P1 (Critical) and P2 (High) incidents within defined SLAs. Coordinate with stakeholders and provide regular status updates during outages.
• Database Management: Write and optimize complex SQL queries, perform data fixes, and troubleshoot performance issues in Oracle and MSSQL environments.
• Cloud & Infrastructure: Monitor and manage application health on AWS, utilizing cloud-native monitoring tools to ensure high availability.
• API & Microservices Support: Troubleshoot RESTful APIs and Microservices architectures, analyzing logs and traces to identify connectivity or logic failures.
• Cross-Functional Coordination: Act as a bridge between Development, DevOps, and Business teams to ensure smooth transitions from deployment to production.
• Documentation: Maintain detailed records of incidents, resolutions, and Root Cause Analysis (RCA) reports in ticketing tools.

Technical Skills & Qualifications:

• Strong command of Core Java (Collections, Multithreading, Exception Handling, and OOPS concepts).
• Hands-on experience in debugging Java code and analyzing thread/heap dumps.
• Understanding of Microservices architecture and RESTful APIs.
• Proficiency in Oracle and MS SQL Server. Ability to write stored procedures, triggers, and perform complex joins for data analysis.
• Practical knowledge of AWS services (EC2, S3, CloudWatch, IAM, or Lambda).
• Expertise in using Ticketing Tools such as Jira, ServiceNow.
• Familiarity with monitoring tools (e.g., Splunk, NewRelic).
• Prior experience handling L2/L3 support in a high-pressure environment.
• Must be willing to work in a 24x7 rotational shift model, including weekends and holidays.
• Knowledge of ITIL frameworks (Incident, Problem, and Change Management).