L2 Production Support Engineer

Location: Bengaluru, Karnataka, India

Experience: 6+ years

We are seeking a skilled L2 Production Support Engineer to join our IT operations team. The engineer will ensure smooth operation of critical production applications, identify and troubleshoot issues, and work closely with development and infrastructure teams to maintain service reliability and uptime.

• Provide second-level support for production applications, resolving incidents and service requests within SLA.
• Monitor production systems for performance, availability, and reliability; proactively identify potential issues.
• Troubleshoot issues across multiple environments (development, staging, production) and escalate to L3/dev teams when required.
• Analyze logs, database performance, and application metrics to identify root causes.
• Coordinate with developers, DBAs, network, and infrastructure teams to resolve incidents.
• Perform incident management, including prioritization, documentation, RCA (Root Cause Analysis), and closure.
• Maintain production documentation, runbooks, and SOPs for recurring issues.
• Participate in on-call rotations, ensuring 24/7 production coverage where needed.
• Assist with deployments, release verification, and environment validation.
• Suggest and implement process improvements to reduce production incidents and improve system reliability.

• Bachelor’s degree in Computer Science, IT, or related field.
• 6+ years of experience in production support, IT operations, or application support roles.
• Strong troubleshooting and analytical skills in a multi-tier application environment.
• Hands-on experience with Unix/Linux systems (shell scripting, log analysis, process monitoring).
• Knowledge of databases (Oracle, SQL Server, MySQL) and SQL queries for debugging.
• Experience with application servers (Tomcat, WebLogic, WebSphere, JBoss) and middleware.
• Familiarity with ticketing tools (ServiceNow, Jira, Remedy) and incident management workflows.
• Strong understanding of networking concepts (TCP/IP, DNS, load balancers, firewalls).
• Excellent communication skills and ability to work collaboratively across teams.

• Experience with cloud-based production environments (AWS, Azure, GCP).
• Familiarity with automation and monitoring tools (Nagios, Splunk, Prometheus, Grafana).
• Experience with CI/CD pipelines and DevOps practices for production deployment support.
• Knowledge of scripting languages (Python, Perl, Shell) to automate support tasks.
• Experience in high-availability, mission-critical systems.

• Hybrid or on-site model in Bengaluru (depending on company policy).
• Exposure to large-scale, high-availability production systems.
• Opportunity to work with cross-functional teams in a fast-paced environment.
• Professional growth through incident management, system reliability improvement, and exposure to emerging technologies.