Role Summary
The Production Support Engineer (L2/L3) will provide advanced application support for business-critical systems built using J2EE and Microservices architecture. The role involves incident resolution, root cause analysis, service stability, database troubleshooting, and collaboration with development teams in a BFSI environment.
L2 Production Support Responsibilities
- Provide Level 2 support for J2EE and Microservices applications
- Perform incident triage, impact analysis, and resolution within SLAs
- Monitor application health, alerts, batch jobs, and services
- Analyze application, API, and middleware logs
- Perform data analysis using Oracle and DB2
- Support production releases and configuration changes
- Document known issues, workarounds, and resolutions
- Participate in shift handovers and stakeholder communication
L3 Production Support Responsibilities
- Act as escalation point for complex production issues
- Perform in-depth root cause analysis and implement permanent fixes
- Debug J2EE and Microservices application components
- Work with development teams on code-level fixes and optimizations
- Analyze database performance issues (locks, deadlocks, slow queries)
- Support Sev-1 and Sev-2 incidents and post-incident reviews
- Drive automation, monitoring improvements, and stability initiatives
- Mentor L2 team members and support knowledge sharing
