L2 Support Engineer

Title L2 Support Engineer

Location Gurgaon/Noida

Key Responsibilities

• Monitor customer-facing web applications and related services using tools like Dynatrace, Splunk, Datadog.
• Analyze application logs and transactions to identify and troubleshoot issues.
• Record, track, and update incidents in ServiceNow or other ticketing tools.
• Classify issues by severity and ensure timely communication and escalation to L3 or development teams as needed.
• Perform diagnostics and implement temporary fixes or workarounds when required.
• Take complete ownership of incidents until resolution and closure.
• Collaborate with cross-functional teams for problem-solving and root cause analysis.
• Maintain clear communication with stakeholders on issue status and resolution progress.
• Participate in proactive monitoring and continuous improvement activities.
• Create and update documentation and knowledge base articles on recurring issues and solutions.
  

Required Skills

• Experience with Incident Management and Problem Management processes (ITIL familiarity preferred).
• Strong knowledge of monitoring tools (Dynatrace, Splunk, Datadog).
• Hands-on experience with ServiceNow or similar ticketing tools.
• Working knowledge of JIRA, Confluence, and MS Office.
• Ability to read and analyze logs and transactions effectively.
• Good understanding of web technologies and exposure to Java, JavaScript, Unix, SQL, or GraphQL (advantageous).
• Strong communication, analytical, and problem-solving skills.
• Team player with good collaboration and stakeholder management abilities.
• Willingness to work in rotational and weekend shifts, including on-call support.
  

Preferred Experience

• 35 years of experience in L2 website or application support.
• Exposure to travel, hospitality, or e-commerce platforms is a plus.
• Experience working in onsite-offshore support models.