Job Description

In this role, you’ll make an impact in the following ways:

• Provide L2/L3 production support for enterprise applications and ensure platform stability, resiliency, and availability.
• Monitor application health, system performance, batch jobs, interfaces, and alerts using enterprise monitoring and observability tools.
• Investigate, troubleshoot, and resolve production incidents within defined SLAs.
• Perform root cause analysis (RCA) for recurring issues and drive permanent fixes.
• Analyze production logs, identify failure patterns, and create actionable dashboards to improve service monitoring and incident response.
• Coordinate with development, infrastructure, database, network, and business teams for issue resolution.
• Support application deployments, change requests, weekend releases, and post-release validations.
• Maintain incident, problem, and change records in service management tools.
• Drive continuous service improvement through automation, process optimization, and proactive monitoring.
• Participate in on-call support and major incident management as required.
• Prepare operational reports, service health summaries, and stakeholder communications.
• Write and analyze SQL queries for data validation, issue investigation, and production troubleshooting.
• Use Unix/Linux commands and scripting for application support, log reviews, file handling, and system-level troubleshooting.
• Leverage Splunk extensively for log analysis, issue diagnosis, trend identification, alerting insights, and dashboard creation.
  

To be successful in this role, we’re seeking the following:

• Proven experience in production application support for business-critical applications.
• Strong understanding of incident management, problem management, and change management processes.
• Strong SQL skills for querying, troubleshooting, and data analysis in production environments.
• Extensive hands-on experience with Splunk for log analysis, search creation, troubleshooting, monitoring, and dashboard development.
• Strong Unix/Linux skills for navigating servers, reviewing logs, troubleshooting jobs/processes, and supporting application runtime environments.
• Experience with monitoring and alerting tools, log analysis, Grafana, and dashboard-based production support.
• Experience with ITSM tools such as ServiceNow, Jira, or similar platforms.
• Ability to analyze application, infrastructure, and integration issues across distributed systems.
• Experience supporting applications in cloud and/or on-prem environments
• Familiarity with scripting and troubleshooting middleware/interfaces.
• Strong knowledge of release support, service recovery, and operational governance.
• Ability to work in a high-pressure environment with strong ownership and accountability.
  Demonstrated ability to ramp up quickly on new applications, platforms, and support processes, with strong learning agility and immediate contribution in a fast-paced production environment.
• Azure Cloud experience preferred
• Knowledge of automation/scripting using Python, Shell, or PowerShell.
• Exposure to DevOps / SRE practices, CI/CD pipelines, and observability tooling.
• Strong communication skills with the ability to provide concise incident and executive status updates.