Support Engineer

Job Description:

Java Production Support Engineer (L2/L3)

Experience Level: 2 – 4 Years

Work Schedule:

24x7 Rotational Shifts

Work Location:

Pune, Chennai, Bangalore, Hyderabad and Noida

Role Overview

We are seeking a proactive and technically proficient Java Production Support Engineer to join our production operations team. In this role, you will be responsible for ensuring the stability, reliability, and performance of our Java-based enterprise applications. You will handle complex Level 2 (L2) and Level 3 (L3) technical issues, manage critical incidents, and collaborate across high-performing engineering teams to maintain seamless service delivery.

Key Responsibilities

- Production Support & Troubleshooting:
Provide end-to-end support for Java applications, identifying root causes of technical glitches and implementing permanent fixes.
- Incident Management:
Lead the resolution of P1 (Critical) and P2 (High) incidents within defined SLAs. Coordinate with stakeholders and provide regular status updates during outages.
- Database Management:
Write and optimize complex SQL queries, perform data fixes, and troubleshoot performance issues in Oracle and MSSQL environments.
- Cloud &

Infrastructure: Monitor and manage application health on AWS, utilizing cloud-native monitoring tools to ensure high availability.
- API & Microservices Support:
Troubleshoot RESTful APIs and Microservices architectures, analyzing logs and traces to identify connectivity or logic failures.
- Cross-Functional Coordination:
Act as a bridge between Development, Dev Ops, and Business teams to ensure smooth transitions from deployment to production.
- Documentation:
Maintain detailed records of incidents, resolutions, and Root Cause Analysis (RCA) reports in ticketing tools.

- Technical

Skills & Qualifications

- Strong command of Core Java (Collections, Multithreading, Exception Handling, and OOPS concepts).
- Hands-on experience in debugging Java code and analyzing thread/heap dumps.
- Understanding of Microservices architecture and RESTful APIs.
- Proficiency in Oracle and MS SQL Server. Ability to write stored procedures, triggers, and perform complex joins for data analysis.
- Practical knowledge of AWS services (EC2, S3, Cloud Watch, IAM, or Lambda).
- Expertise in using Ticketing Tools such as Jira, Service Now)
- Familiarity with monitoring tools (e.g., Splunk, New Relic).
- Prior experience handling L2/L3 support in a high-pressure environment.
- Must be willing to work in a 24x7 rotational shift model, including weekends and holidays.
- Knowledge of ITIL frameworks (Incident, Problem, and Change Management).