TM L1L2 Production Support Professional
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
JD for L1/L2 Team
**Role Overview
Responsible for proactive monitoring triage and support of production and non-production environments for the DND/Notification Management domain. The role ensures application health timely issue resolution and smooth coordination with Ops and neighboring teams.
**Key Responsibilities
* Monitoring & Alert Management
* Regularly monitor Splunk and Grafana dashboards for anomalies.
* Respond to alerts from Splunk Grafana and ServiceNow.
* Maintain logs of known issues and documented action steps.
* Incident & Ticket Handling
* Triage production and NPE issues as per defined process.
* Create update and route tickets in ServiceNow/Jira.
* Communicate status on Teams and maintain Confluence documentation.
* Environment & Application Support
* Perform app restarts verifications and RMQ queue cleanups.
* Support HA-DR activities monthly releases UAT and NPI.
* Participate in on-call support for patching releases and QA testing bridges.
* Collaboration
* Maintain contacts and escalation paths for neighboring teams.
* Coordinate and follow up on cross-team tickets/issues.
**Required Skills
* Strong understanding of L1/L2 support processes.
* Experience in production issue triage (preferred).
* Familiarity with **incident management tools: ServiceNow Jira Confluence.
* Hands-on experience with monitoring and observability tools:
* Splunk (alerts dashboards)
* Grafana
* OpenTelemetry/AppDynamics
* Basic knowledge of Kubernetes and application lifecycle tasks.
**Nice to Have Skills
* Proactive mindset with strong attention to detail.
* Excellent communication and coordination skills.
* Ability to work in a fast-paced cross-functional environment.
* Prior experience in on-call support and release management.
* Prior Experience in L1 L2 Support is required.
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovation ecosystem.
EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy childbirth or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
Required Experience:
Unclear Seniority
Key Skills
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About Company
Welcome to Infosys Careers for Experienced Professionals As a leading provider of next-generation consulting, technology and outsourcing solutions, we are dedicated to helping organizations in over 46 countries to renew their core and simultaneously innovate into new frontiers. Whilst ... View more
