L2 Support Engineer- SCN

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Job Description

L2 Production & Incident Support

Provided L2 support for business-critical applications in 24x7 production environments.
Took full ownership of incident triage, analysis, resolution, and closure.
Ensured compliance with SLAs, OLAs, and escalation procedures.
Worked closely with L3, infrastructure, cloud, and application teams to restore services quickly.
Supported both Prod and Non-Prod environments with minimal service disruption.

ITIL / ITSM Experience

Worked under ITIL framework with strong hands-on experience in ITSM processes.
Managed Major Incidents, participated in bridge calls, and coordinated recovery activities.
Created and maintained incident, problem, and change tickets with proper documentation.
Supported change implementation, validation, and post-change monitoring.
Contributed to problem management by identifying recurring issues and preventive actions.

Monitoring & Observability (Key JD Match)

Used Dynatrace for application performance monitoring, infrastructure health checks, and alert analysis.
Monitored cloud resources using Azure Monitor for availability and performance issues.
Supported environments monitored through Google Monitoring / Google Cloud Operations.
Performed proactive monitoring to identify issues before business impact.
Analyzed alerts, logs, and metrics to reduce false alerts and improve system stability.
Experience with Grafana and Sentry for visualization and application error tracking.

CI/CD, DevOps & Automation

Supported CI/CD pipelines built on Jenkins, Azure DevOps, GitHub, and Bitbucket.
Performed post-deployment validations and monitored application health after releases.
Worked with DevOps teams during releases, rollbacks, and hotfix deployments.
Basic exposure to Infrastructure as Code (Terraform).
Supported Kubernetes-based applications and containerized workloads.
Used Linux commands and shell scripting for troubleshooting, log analysis, and basic automation.

Operational & Stakeholder Management

Prepared and shared daily operational reports, incident summaries, and SLA dashboards.
Participated in daily stand-up calls, alert review meetings, and incident bridge calls.
Coordinated with global teams and customers across different time zones.
Maintained clear communication with business and technical stakeholders during incidents.
Followed operational best practices to ensure system reliability and service continuity.