Basic Function
Provide Level 2 application and platform support for the Puma platform, a business‑critical enterprise system used by Wolters Kluwer teams.
The role focuses on platform reliability, infrastructure monitoring, incident investigation, post‑maintenance validation, and operational automation for systems hosted on AWS, running on Linux and Windows, and built using Java, .NET, messaging middleware, and relational databases.
The Puma platform includes Java workers, Apache Tomcat, ActiveMQ, NGINX, ELK logging, Zabbix monitoring, and Oracle / SQL Server databases.
The position is based in India and works in close coordination with Operations, DevOps, Observability, Security, and L3 Application teams to ensure platform stability, availability, and production readiness.
Essential Duties and Responsibilities
Monitoring & Incident Management
- Monitor AWS infrastructure, application services, workers, and platform health using Zabbix and ELK Stack.
- Analyze alerts, metrics, logs, and queue states to identify issues before business impact.
- Provide Level 2 investigation and resolution for incidents related to:
- Linux / Windows servers
- Java applications and Tomcat
- ActiveMQ messaging
- NGINX reverse proxy
- Oracle and SQL Server databases
- Perform triage and impact analysis, using logs and system metrics to isolate root causes.
Post‑Maintenance & Validation
- Coordinate and verify post‑patch activities after OS, middleware, and database patching.
- Validate application behavior, worker processing, and integrations after maintenance windows.
- Collaborate with Operations teams to identify performance degradation, regressions, or side effects introduced by changes.
Root Cause Analysis & Escalation
- Perform root cause analysis (RCA) focusing on infrastructure behavior, resource utilization, middleware behavior, and recurring patterns.
- Act as a technical interface between L2 support, DevOps, Infra, and L3 development teams by providing:
- Logs (ELK)
- Metrics
- System evidence
- Reproducible findings
- Trigger and manage structured escalations when configuration changes, infrastructure updates, or code fixes are required.
Operational Improvement & Automation
- Support incident prevention initiatives by identifying trends and proposing automation.
- Contribute to alert tuning, health checks, and monitoring improvements in collaboration with Observability teams.
- Develop and maintain operational scripts using Shell or Python for diagnostics, remediation, and routine tasks.
Documentation & Readiness
- Document support procedures, runbooks, and troubleshooting guides in Confluence.
- Support operational readiness and go‑live activities for platform changes and releases.
- Participate in knowledge transfer (KT) sessions with Development, DevOps, and Operations teams.
- Provide operational metrics related to availability, incidents, stability, and platform KPIs.
Other Duties
- Participate in shift‑based on‑call and support coverage, including evenings, weekends, and holidays as per roster.
- Perform additional operational tasks as required based on platform and business needs.
Job Qualifications
Education
- Bachelor's degree in Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
Experience
- 3 to 7 years of experience in Level 2 application / platform / DevOps‑oriented support roles.
- Hands‑on experience supporting AWS environments (EC2, storage, basic networking).
- Strong experience with Linux (RHEL) and Windows Server troubleshooting.
- Experience supporting Java‑based applications in production environments.
- Experience with Apache Tomcat (deployments, configuration, logs).
- Experience supporting ActiveMQ or similar messaging platforms.
- Hands‑on experience with ELK Stack (Elasticsearch, Logstash, Kibana).
- Experience using Zabbix or similar monitoring tools.
- Experience supporting Oracle and Microsoft SQL Server databases.
- Experience validating application behavior after database or OS patching.
- Strong incident handling and RCA ownership experience.
Technical Skills
- Java application support (JVM logs, worker processes - no coding required).
- Linux OS‑level troubleshooting (CPU, memory, disk, processes).
- SQL basics for diagnostics and validation.
- Shell scripting and/or Python for automation.
- Experience with Git / SVN is a plus.
- Experience with Jira and Confluence for incident and documentation workflows.
Desirable Skills
- NGINX reverse proxy exposure.
- .NET / Lynkx application awareness.
- Perl scripting exposure (health checks, batch processing).
- AWS RDS (SQL Server / Oracle) awareness.
- Certificate handling and security basics.
- ITIL process awareness.
- CI/CD or release support exposure.
- Citrix / AppStream exposure is a plus.
Soft Skills
- Strong written and spoken English communication skills.
- Ability to work with global teams across time zones.
- Strong analytical thinking and problem‑solving mindset.
- Ability to manage multiple incidents and priorities independently.
- Collaborative and pragmatic approach with Operations, DevOps, and Development teams.
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