Senior Consultant

We are seeking a skilled Application Support Engineer with an experience of 6-8 years and strong focus on L2 production support for distributed enterprise applications. In this critical role, you will drive incident management, perform root cause analysis (RCA), and ensure seamless communication with stakeholders, development teams, and business users. The ideal candidate thrives in high availability applications/environments, leveraging monitoring tools like Splunk and AppDynamics to maintain application availability, performance, and reliability in a 24/7 distributed ecosystem

Key Responsibilities and Skills -

1. Provide hands-on L2 support for distributed applications (Java, microservices, UNIX, SQL and cloud-native apps), performing debugging, log analysis, and performance tuning.
2. Incident management for production incidents, including triage, prioritization, resolution, and post-incident reviews using ITIL best practices (ITIL v3/v4 certification preferred).
3. Proficiency in application performance tools (Splunk, AppDynamics), ticketing (ServiceNow/Jira), and CI/CD (Jenkins/Git).
4. Hands-on experience in SRE observability stacks (Prometheus/Grafana) and CI/CD pipelines (Jenkins, Gitlab).
5. Handle production deployments outside business hours, including rollback procedures and post-deploy validations.
6. Communicate effectively with cross-functional teams, business stakeholders, and vendorscrafting clear incident updates, bridge line facilitation, and RCA reports.
7. Collaborate with development teams on defect fixes, deployments, and proactive improvements to reduce MTTR (Mean Time to Resolution).
8. Automate repetitive support tasks using scripting (e.g., Python, Bash), AI Agents and integrate with tools like ServiceNow for ticketing and Jira for change management.
9. Contribute to on-call rotations, capacity planning, and disaster recovery drills for mission-critical systems.
10. Document knowledge base articles, runbooks, and support procedures to enhance team efficiency.
11. Flexible to work with rotational shifts (APAC, EMEA and weekends support)

Career Level - IC3