[IT Delivery Center] Senior L2 Support Engineer
Core
Lead investigation and resolution of complex production issues, incident management, and continuous product improvements for enterprise applications.
Role type
Senior L2 Support Engineer (Principal Product Sustenance)
Builds
Production stability and incident resolution for enterprise applications and integrations
Domain
Life Sciences / Enterprise Application Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
SQL query writing, root cause analysis (RCA), log analysis, system diagnostics, integration troubleshooting (REST APIs, file-based, message-based), observability platform usage, cross-functional coordination
Preferred skills
ESB or Message Queuing (MSMQ) knowledge, experience with Grafana/Kibana/Splunk, understanding of SDLC and release management
Technologies
SQL, Grafana, Kibana, Splunk, REST APIs, MSMQ, ESB
Responsibilities
Lead investigation and resolution of complex production issues and customer-reported incidents; Handle user access management and data management requests; Coordinate with Dev, Infra, and Network teams; Analyse application logs, SQL data, and system behaviour to identify root causes; Perform root cause analysis (RCA) and recommend preventive and corrective actions; Drive continuous improvement initiatives to reduce incident volume and improve product stability
Seniority
Senior, hands-on IC