Job Description

Key Responsibilities

• Team Leadership: Lead and mentor a team of L2 engineers. Manage ticket queues, prioritize urgent incidents, and ensure the team meets Service Level Agreements (SLAs).
• Advanced Troubleshooting: Perform deep-dive analysis into application failures across:
  • Web: ReactJS state management, browser compatibility, and UI bugs.
  • Mobile: Debugging React Native and Flutter crashes, platform-specific issues (iOS/Android), and version mismatches.
  • Backend: Investigating Spring Boot logs, API failures, and database performance bottlenecks.
• Incident Management: Lead "War Room" sessions for P1/P2 incidents. Communicate technical status updates to stakeholders and business owners.
• Root Cause Analysis (RCA): Conduct thorough RCAs for recurring issues and work with the L3/DevOps teams to implement permanent fixes.
• Monitoring & Observability: Monitor system health using tools like ELK Stack, Splunk, Datadog, or New Relic. Configure alerts for API latency and mobile app crash rates.
• Knowledge Management: Maintain and update the technical knowledge base. Ensure support documentation for React, Flutter, and Spring Boot components is accurate.
• Deployment Support: Assist in the deployment of hotfixes and releases, performing post-release sanity checks across all platforms.

Required Technical Skills

• Frontend & Mobile:
  • Hands-on experience debugging ReactJS (Redux/Context API).
  • Strong knowledge of mobile frameworks: React Native and Flutter (handling APK/IPA issues, Firebase Crashlytics).
• Backend:
  • Solid understanding of Spring Boot architecture (Microservices, REST APIs).
  • Proficiency in Java and JVM monitoring.
• Databases & Tools:
  • Strong SQL skills for data verification and reporting.
  • Experience with Postman for API testing and Log Aggregation tools
• Infrastructure: Understanding of CI/CD pipelines (Jenkins/GitLab) and Cloud environments (AWS/Azure).

Qualifications

• Experience: 5-8 years in technical support, with at least 2 years in a leadership or senior role.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Soft Skills: Exceptional problem-solving skills, ability to work under pressure, and clear communication skills in English.
• Certifications: ITIL Foundation, AWS/Azure certifications, or Java/React certifications are a plus.

Performance Metrics (KPIs)

• Mean Time to Resolve (MTTR).
• Percentage of First-Time Fixes.
• Application Uptime and Crash-free session percentage.
• SLA Compliance Rate

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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