Mercury L2L3 Application Support Engineer
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Job Location:
Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Key responsibilities (combined L2/L3)
Incident management and restoration (L2-led L3 support)
- Own incidents/requests assigned via ServiceNow.
- Triage with structure: impact scope priority user journey breakpoint.
- Investigate using logs/metrics/traces and correlation identifiers.
- Apply approved recovery actions (safe reprocess/retry where documented).
- Identify ownership (Mercury vs dependency) and route correctly.
- Provide clear updates: impact actions evidence-based ETAs.
- Escalate with a complete diagnostic pack (timeline evidence repro whats ruled out).
Deep investigation RCA and permanent fix (L3-led)
- Perform engineering-level analysis across code/config/data/environment/dependencies.
- Reproduce issues using lower environments where feasible.
- Produce RCAs with prevention actions (detection gaps fixes safeguards).
- Drive permanent remediation: code/config/data fixes and controlled hotfixes.
- Improve resilience: timeouts retries/backoff idempotency DLQ handling circuit-breaker style protections.
- Reduce operational toil through automation and better tooling.
Observability change and operational readiness (L2 L3)
- Operate and improve monitoring and alert playbooks across CloudWatch Splunk New Relic.
- Improve alert quality (reduce noise tune thresholds add actionable signals).
- Support releases/changes: risk review rollback/validation readiness early-life monitoring post-release checks.
- Support backup/recovery understanding and restore verification (DynamoDB/Aurora via AWS managed backups).
- Maintain runbooks/known errors/FAQs and create fast-diagnosis assets (queries dashboards checklists).
- Coordinate with Product Owners Tech Leads and dependent teams during incidents.
Qualifications :
Required technical skills (must have)
- Proven L2/L3 production support experience.
- Strong troubleshooting using logs/metrics/traces.
- Strong ServiceNow incident ownership and discipline.
- AWS operational knowledge: Lambda (timeouts/retries/concurrency) DynamoDB (throttling/latency/capacity) Aurora PostgreSQL (connections/slow queries/failover awareness).
- Strong API troubleshooting: HTTP REST/GraphQL basics JSON auth/token patterns.
- Clear communication under pressure to business and technical audiences.
Preferred / nice to have
- debugging and production engineering.
- APM distributed tracing experience.
- Event/onsite constraints support (device/browser variability offline/edge).
- Reliability automation/tooling experience.
- Change governance and release engineering exposure.
Additional Information :
At Endava were committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best. We welcome applications from people of all backgrounds experiences and perspectivesbecause we know that inclusive teams help us deliver smarter more innovative solutions for our customers. Hiring decisions are based on merit skills qualifications and potential. If you need adjustments or support during the recruitment process please let us know.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Splunk
- Iis
- SQL
- .NET
- Perl
- Shell Scripting
- Weblogic
- Java
- Sybase
- Scripting
- Oracle
- Application Support
About Company
For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with our customers to create technological solutions that drive?innovation and transfor ... View more
