L2 Production Support Engineer
Core
Manage production incidents, monitor application and infrastructure health, and ensure high availability of business-critical services.
Role type
L2 Production Support Engineer
Builds
Business-critical services and applications
Domain
IT Operations / Production Support
Required skills
Incident triage, troubleshooting, service restoration, escalation management, log analysis, performance monitoring, event correlation, root cause analysis, SLA management, ITIL processes, Linux/Unix, networking fundamentals, SQL, REST APIs
Preferred skills
ITIL Foundation certification, ServiceNow ITOM/Event Management, major incident management, automation scripting (Shell, Python, PowerShell), enterprise banking/telecom experience
Technologies
ServiceNow, Splunk, AppDynamics, ThousandEyes, Linux/Unix, Windows, TCP/IP, DNS, HTTP/HTTPS
Responsibilities
Monitor production applications and infrastructure using observability tools; Perform incident investigation and resolution; Manage real-time alerts and events; Create and track incidents in ServiceNow; Perform root cause analysis; Collaborate with L1, L3, DevOps, and infrastructure teams; Maintain operational runbooks and knowledge articles; Support major incident management and bridge calls.
Seniority
Mid-level (3–7 years experience)
