Responsibilities:

Incident & Application Support

• Provide second-line (L2) support for production and staging systems, handling escalations from L1 Support.
• Investigate application errors, system alerts, performance degradation, and integration issues.
• Restore services within agreed SLA/OLA timelines and ensure proper incident closure

Troubleshooting & Root Cause Analysis

• Perform in-depth troubleshooting using logs, metrics, and monitoring tools.
• Conduct root cause analysis (RCA) for recurring or high-impact incidents.
• Propose and implement corrective and preventive actions to reduce incident recurrence.

Collaboration & Escalation

• Work closely with L3 engineers, DevOps, and vendors to resolve complex technical issues.
• Provide clear technical findings, logs, and evidence when escalating issues.
• Participate in incident bridges, post-incident reviews, and operational discussions.

Operational Excellence

• Monitor system health, alerts, dashboards, and logs to proactively identify issues.
• Execute approved configuration changes, patches, and operational fixes.
• Support deployment, release, and maintenance activities when required.

Automation & Continuous Improvement

• Contribute to automation of operational tasks, monitoring, and alerting where applicable.
• Identify gaps in runbooks, SOPs, and operational processes and drive improvements

Documentation

• Maintain and update runbooks, troubleshooting guides, and knowledge base articles.
• Document incident resolutions and operational procedures clearly and accurately.

Security & Compliance

• Adhere to security, access control, and compliance requirements.
• Handle sensitive information in logs, tickets, and systems appropriately.
• Support audits, vulnerability remediation, and compliance checks when required.

Key Experiences and Qualifications:

Educational Background

• Diploma or higher in Computer Science, Information Technology, or a related field

Professional Experience

• 3–5+ years of experience in application support, systems support, or operations roles
• Experience supporting production systems in high-availability or mission-critical environments

Technical Expertise

• Strong hands-on experience with:Application log analysis and monitoring tools (e.g., AWS CloudWatch, Grafana, ELK, Google Analytics)Linux/Unix environments
• Working knowledge of cloud platforms (e.g., AWS services such as ECS, Lambda, S3, RDS)
• Basic database knowledge (MySQL, PostgreSQL) for health checks and simple queries
• Basic understanding of REST APIs, system integrations, and authentication design
• Familiarity with incident, problem, and change management processes

Problem-Solving Skills

• Strong analytical and troubleshooting abilities
• Ability to break down complex incidents into clear, actionable steps
• Calm and methodical approach when handling production issues under pressure

Operational Practices

• Familiarity with ticketing and incident management tools (e.g., Jira, PagerDuty)
• Experience working with runbooks, SOPs, and on-call support rotations (if applicable)

Additional Skills (Preferred / Bonus)

• Experience supporting cloud-native or microservices-based systems
• Basic scripting skills (e.g., Bash, Python) for automation
• Experience working in government, regulated, or large-scale enterprise environments
• Knowledge of disaster recovery and business continuity planning

Key Character Traits

• Team player with a collaborative mindset
• Strong sense of ownership and accountability for system reliability
• Proactive in identifying and resolving operational issues
• Willingness and ability to learn and adapt to new systems and tools
• Open to knowledge sharing and team capability improvement
• Clear verbal and written communication skills, including incident reporting