L2 Support Engineer

Delhi - India

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Job Summary

Title L2 Support Engineer

Location Gurgaon/Noida

Key Responsibilities

Monitor customer-facing web applications and related services using tools like Dynatrace Splunk Datadog.
Analyze application logs and transactions to identify and troubleshoot issues.
Record track and update incidents in ServiceNow or other ticketing tools.
Classify issues by severity and ensure timely communication and escalation to L3 or development teams as needed.
Perform diagnostics and implement temporary fixes or workarounds when required.
Take complete ownership of incidents until resolution and closure.
Collaborate with cross-functional teams for problem-solving and root cause analysis.
Maintain clear communication with stakeholders on issue status and resolution progress.
Participate in proactive monitoring and continuous improvement activities.
Create and update documentation and knowledge base articles on recurring issues and solutions.

Required Skills

Experience with Incident Management and Problem Management processes (ITIL familiarity preferred).
Strong knowledge of monitoring tools (Dynatrace Splunk Datadog).
Hands-on experience with ServiceNow or similar ticketing tools.
Working knowledge of JIRA Confluence and MS Office.
Ability to read and analyze logs and transactions effectively.
Good understanding of web technologies and exposure to Java JavaScript Unix SQL or GraphQL (advantageous).
Strong communication analytical and problem-solving skills.
Team player with good collaboration and stakeholder management abilities.
Willingness to work in rotational and weekend shifts including on-call support.

Preferred Experience

3 5 years of experience in L2 website or application support.
Exposure to travel hospitality or e-commerce platforms is a plus.
Experience working in onsite-offshore support models.

Title L2 Support Engineer Location Gurgaon/Noida Key Responsibilities Monitor customer-facing web applications and related services using tools like Dynatrace Splunk Datadog. Analyze application logs and transactions to identify and troubleshoot issues. Record track and update incidents...