Job
Description
We're Nagarro. We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (18000 experts across 38 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in! REQUIREMENTS: • 3+ years of experience in L2 application support in enterprise environments. • Hands-on experience with incident management, root cause analysis (RCA), and coordination with L3 teams. • Proficiency in troubleshooting Java-based applications (Spring/REST APIs), Angular, Oracle, and MongoDB. • Ability to read and analyze logs to identify failure points and provide timely resolutions. • Familiarity with middleware technologies like JSP, JSF, and basic Salesforce support. • Exposure to Mainframe environments (integration-level monitoring) is a plus. • Understanding of ITIL processes, especially Incident, Problem, and Change Management. • Experience with job scheduling tools and log monitoring systems. • ITIL Foundation certification is preferred. • Strong communication and collaboration skills to interface with L1 teams, developers, and vendors. RESPONSIBILITIES: • Provide L2 support for critical applications spanning modern and legacy technologies. • Perform in-depth issue analysis, reproduce bugs, and liaise with L3 or vendor teams for permanent fixes. • Monitor application jobs, alerts, and system health, initiating prompt corrective actions when required. • Support configuration changes, releases, and validation activities across environments. • Escalate unresolved issues to L3 with detailed technical analysis and documentation. • Develop and maintain runbooks, knowledge base articles, and support documentation. • Participate in 24x7 support rotation as needed for production environments. • Assist with deployment verification and environment setup coordination. • Ensure timely resolution and SLA adherence for support tickets. • Foster knowledge sharing within the support team and conduct KT sessions when required.
