The L2 Production Support Engineer will be responsible for supporting, troubleshooting, and resolving technical issues in a production environment. The role requires strong communication skills, an analytical mindset, and hands-on technical expertise in UNIX, SQL, and Java. The successful candidate will collaborate with development teams, stakeholders, and other support engineers to ensure the stability and performance of production systems.

Requirements

• +4 years of proven experience as an L2 support engineer in a production environment.
• Fluent English
• Strong verbal and written communication skills, with the ability to explain technical issues to non-technical stakeholders.
• Hands-on experience with SQL (Pl/SQL) and UNIX-based environments.
• Proficiency in Shell Scripting and monitoring UNIX processes.
• Knowledge of ITIL processes, including Service Management, Knowledge Management, and Incident Management.
• Ability to read and debug Java code for troubleshooting purposes.
• Skilled in debugging and troubleshooting, with a demonstrated ability to perform root cause analysis.

Responsibilities

• Provide Level 2 support for production systems, responding to incidents and issues within defined SLAs.
• Communicate effectively with stakeholders and development teams to articulate technical and functional aspects of problems and solutions.
• Follow ITIL processes for Service Management, Knowledge Management, and Incident Management.
• Perform root cause analysis (RCA) and provide recommendations for process and technical improvements.
• Write and execute SQL queries to extract and analyze data, including procedures and triggers.
• Monitor UNIX-based processes and handle error diagnostics using UNIX and Shell Scripting.
• Read, understand, and debug Java code to troubleshoot application-related issues.
• Collaborate with other support teams to maintain system stability and ensure efficient resolution of incidents.
• Document incidents, resolutions, and workarounds to contribute to the Knowledge Management process.