Job Summary As an L2 Support Engineer, you will play a critical role in ensuring the reliability and stability of our mission-critical systems supporting banking domain operations. You will provide advanced support by troubleshooting, analysing, and escalating issues, while driving automation and operational improvements. This is a mostly remote position requiring shift flexibility, with occasional onsite presence for meetings or major activities at one of our four OFSS locations.
Key Responsibilities
- Monitor and troubleshoot production systems using UNIX/Linux, SQL, and log management tools (Splunk, Grafana, App-dynamics)
- Provide second-level support for application and database issues perform root cause analysis and resolution
- Collaborate with DevOps teams to maintain and enhance CI/CD pipelines (primarily with GitLab)
- Utilize job scheduling and automation tools (e.g., Ansible Tower) to streamline operations and resolve incidents
- Apply ITIL-based processes for structured incident, problem, and change management
- Support critical batch jobs and troubleshoot job failures across mainframe and MQ environments
- Analyze support ticket trends suggest and implement optimizations, including AI-driven automation
- Participate in shift rotations, including APAC, EMEA, US, and occasional weekend or night coverage
Qualifications & Skills
- 4-6 years experience in L2 application/production support roles
- Strong hands-on expertise in UNIX/Linux and SQL
- Working knowledge of basic Core Java for troubleshooting
- Experience with Splunk for log monitoring and analytics
- Familiarity with DevOps and CI/CD pipelines, ideally using GitLab
- Understanding of ITIL best practices for support processes
- Experience with Ansible Tower, job scheduling, and automation
- Basic MQ troubleshooting and mainframe job management
- Exposure to monitoring tools such as Grafana and AppDynamics
- Previous experience in the banking domain (payments/transactions)
- Familiarity with scripting languages (Python, JavaScript, Shell)
- Experience creating and deploying AI agents, analyzing ticket trends, or leveraging AI-driven tools
- Prior knowledge of API workflows and deeper troubleshooting capabilities
- Kafka
Self-Assessment Questions
- Can you describe a situation where you used UNIX and SQL to troubleshoot an urgent production issue
- What experience do you have with log monitoring tools like Splunk, and how have they helped you resolve incidents
- How have you contributed to building or maintaining CI/CD pipelines using GitLab or similar tools
- What is your comfort level with performing root-cause analysis using Core Java in a support context
- Are you able to adapt to rotational shifts, including occasional weekends and night coverage, and work with teams both remotely and onsite as required
Career Level - IC3
