L2 Support Engineer

What we are

Join us at DMart Labs, the captive technology and innovation hub of Avenue Supermarts Ltd, where we are dedicated to pushing the boundaries of technological advancement. Nestled in the vibrant tech hub of Whitefield, Bangalore, our team of skilled engineers collaborates tirelessly to craft pioneering solutions that drive the success of our business.

At DMart Labs, we thrive on innovation, constantly striving to develop cutting-edge products that redefine the retail landscape. Our work is at the forefront of revolutionizing Avenue Supermarts' operations and enhancing the overall customer experience. Our mission is to harness the power of technology to tackle complex challenges in supply chain, operations, and process optimization. We pride ourselves on crafting innovative solutions that seamlessly integrate cutting-edge technologies such as cloud computing, microservices, and micro-applications to ensure our customers have access to the products they desire.

Role Overview

L2 Support Engineer

Key Responsibilities

• Provide

  L2 Production Support

  for applications built on Java Microservices and Kubernetes.
• Assist in troubleshooting, root cause identification, and resolution of production issues.
• Handle

  Incident Management, Problem Management, and Change Management

  activities in alignment with ITIL standards.
• Participate in and support

  Major Incident Management (MIM)

  calls; able to drive technical bridges for moderate-complexity issues.
• Collaborate with L1 teams and create/maintain

  SOPs

  to streamline support processes.
• Support

  CI/CD pipelines

  and assist DevOps/Engineering teams during deployments or release activities.
• Participate in extended support hours or weekend support on a need basis.
• Monitor application alerts, logs, and performance to proactively identify issues.
• Work with cross-functional teams (Dev, QA, Infra) to ensure stable application performance.

Technical Skills Required

• Working experience with

  Java Microservices

  .
• Good understanding of

  Kubernetes

  and containerized application deployments.
• Familiarity with

  CI/CD pipeline tools

  such as Jenkins, Git, Docker, Helm, etc.
• Strong understanding of

  Incident, Problem & Change Management

  processes.
• Fair knowledge of

  Major Incident Management (MIM)

  .

Professional Qualifications

• ITIL Certification

  (Foundation or higher) preferred.

• 3–5 years

  of experience in L2 Production Support.
• Experience in the

  Retail domain

  is an added advantage.

Soft Skills

• Strong communication and coordination skills.
• Ability to multitask and handle priority incidents effectively.
• Analytical thinking with problem-solving ability.
• Good team collaboration and willingness to learn.