Requirements
- Proven experience as an L2/L3 support engineer with strong support background.
- Excellent communication skills with the ability to articulate technical and functional issues to drive solutions with App Dev teams and senior stakeholders.
- Familiarity with ITIL processes, including Service Management, Knowledge Management, and Incident Management.
- Hands-on experience with SQL (PL/SQL), including the ability to analyze joins, stored procedures, and triggers.
- Proficiency in UNIX and Shell Scripting, including monitoring processes and script errors.
- Ability to read, understand, and debug back-end code to troubleshoot application-related issues.
- Strong debugging and troubleshooting skills with a proven ability to perform root cause analysis (RCA).
Responsibilities
- Provide L2/L3 production support to ensure system stability and performance.
- Troubleshoot and resolve technical issues, collaborating with application development teams and senior stakeholders.
- Analyze and address incidents using SQL and PL/SQL, including debugging joins, stored procedures, and triggers.
- Monitor and manage UNIX processes and script errors, utilizing Shell Scripting as needed.
- Read and debug Bak-end code to address and resolve application-related issues. (Java preferred)
- Document incidents, resolutions, and workarounds to contribute to the Knowledge Management process.
- Work closely with other support teams to maintain system stability and ensure efficient resolution of incidents.
