L3 Production Support Engineer

Senior L3 Production Support Engineer / Production Support Lead

Job Overview

We are looking for a Senior L3 Production Support Engineer / Production Support Lead to support a large-scale enterprise Risk/Data Platform in a highly critical production environment. The role requires strong hands-on technical troubleshooting across Java/Spring Boot, Kafka, Oracle, data pipelines, Kubernetes/OpenShift and DevOps, along with proven experience in incident, problem and release management.

The candidate will own complex production issues, drive root-cause analysis, coordinate cross-functional teams, and ensure platform stability, data integrity and operational excellence.

Key Responsibilities

• Lead L3 production support and resolution of complex incidents across distributed applications, microservices, data pipelines and infrastructure.
• Perform root-cause analysis, troubleshooting and problem management for recurring production issues, SLA misses, data discrepancies and application failures.
• Troubleshoot Kafka messaging/ingestion issues, Oracle queries/data issues, batch jobs, data reconciliation and pipeline failures.
• Analyze data lineage and data flows across upstream systems, Kafka, data platforms and downstream reporting/consumer applications.
• Monitor and validate data quality, refresh status, reconciliation, consumer lag and application/platform health.
• Support production releases including deployment validation, release coordination, health checks and post-deployment verification.
• Work with Kubernetes/OpenShift, CI/CD pipelines, GitHub/Bitbucket and DevOps tools for deployment and environment-related issues.
• Utilize AppDynamics, Splunk/ELK, Tableau/Superset and other monitoring tools for application, infrastructure and data-platform observability.
• Manage ServiceNow ITSM processes, including Incident, Problem, Change, PRB and Major Incident Management.
• Act as the primary technical escalation point for L3 engineers, coordinating with Development, Data Engineering, DBA, Middleware, Infrastructure and business teams.
• Drive operational improvements, automation, monitoring enhancements, production readiness and engineering best practices.
• Participate in governance and stakeholder meetings and communicate production health, risks, incidents and remediation status to senior leadership.

Required Technical Skills

• 8+ years of overall IT experience with strong L3 Production Support / Production Engineering / Technical Operations experience.
• Strong hands-on experience with Java / Spring Boot and REST APIs for application-level troubleshooting.
• Strong experience with Kafka – producer/consumer issues, topic monitoring, consumer lag and message/integration troubleshooting.
• Good working knowledge of Oracle/SQL, database troubleshooting, batch jobs and data reconciliation.
• Experience supporting data platforms, data pipelines, data quality and data lineage.
• Experience with Kubernetes/OpenShift and container/application health troubleshooting.
• Strong understanding of CI/CD and DevOps, preferably GitHub/Bitbucket and enterprise deployment pipelines.
• Experience with AppDynamics, Splunk, ELK/Kibana or similar monitoring/logging tools.
• Strong ServiceNow ITSM experience – Incident, Problem, Change and Major Incident Management.
• Exposure to Tableau/Superset, MongoDB/Couchbase and data lake environments is preferred.
• Strong understanding of production support processes, SLA management, RCA and operational governance.

Qualifications

• Bachelor's degree in Computer Science, Engineering or related field.
• 8+ years of IT experience, with significant experience in senior L3 production support.
• Experience in large-scale enterprise or financial services/banking environments preferred.
• Excellent communication, stakeholder management, escalation handling and technical leadership skills.

Role Type: Senior L3 Production Support / Production Engineering

Experience: 8+ Years

Domain: Banking / Financial Services preferred