Production and Support Engineer

L2 production Support Engineer Client : Mphasis: Customized Tech Solutions, Cloud, Transformation Location : Hyderabad Job Description: An L2 production support engineer is responsible for maintaining and troubleshooting production systems and applications, focusing on resolving more complex issues than L1 support. They investigate, diagnose, and resolve incidents, often involving deeper technical knowledge and analysis. L2 engineers also document findings, communicate with customers and internal teams, and may contribute to knowledge base updates. Key Responsibilities: Incident Management: Investigate, diagnose, and resolve escalated support tickets and incidents that L1 support cannot handle. Troubleshooting: Deep dive into system and application issues, requiring a good understanding of the underlying technology. Root Cause Analysis: Identify the root cause of issues to prevent recurrence and improve system stability. Communication: Communicate effectively with customers, L1 support, and other internal teams to ensure clear issue descriptions, updates, and resolution. Knowledge Base Maintenance: Document troubleshooting steps, resolutions, and root cause analysis to contribute to the knowledge base and improve future support efforts. System Monitoring: Monitor application and system performance to proactively identify potential issues and prevent outages. Configuration and Patch Management: Make configuration changes or apply patches to resolve issues and meet customer requirements. Collaboration: Work with L1 and L3 support teams, SMEs, and other engineering teams to resolve complex issues. Performance Improvement: Identify and implement process improvements to reduce incidents and improve customer satisfaction. Compliance: Overlook and intervene in compliances. Mandatory skills: - L2 production support on Java or .net development projects, - Experience in CICD, Jenkins , splunk . - Linux server troubleshooting experience