L2/L3 Senior Production Support Engineer

Senior Production Support Engineer (L2/L3)

You will play a pivotal role in ensuring the stability, reliability, and performance of mission-critical financial systems. You will lead the resolution of complex production incidents, drive operational excellence, and collaborate closely with cross-functional teams to deliver secure and compliant trust, escrow, and payment services. This is a high-impact opportunity to shape production support practices in a fast-paced, regulated financial technology environment.

Key Responsibilities :

• Monitor applications, systems, databases, and infrastructure to ensure high availability, reliability, and optimal performance of production services.

• Own end-to-end monitoring, alert management, and incident response using tools such as New Relic and Pager Duty.

• Provide 24x7 production support through rotational shifts and ensure incidents are resolved within defined SLAs.

• Perform advanced L2/L3 troubleshooting across application, database, infrastructure, and integration layers.

• Lead the resolution of critical and high-severity incidents, coordinating cross-functional teams.

• Conduct root cause analysis (RCA) for recurring and major incidents.

• Manage incidents, service requests, problem records, and change activities using Jira Service Management or Service Now.

• Develop, maintain, and continuously improve runbooks, SOPs, troubleshooting guides, and knowledge base documentation.

• Monitor and validate scheduled jobs, batch processes, APIs, and third-party integrations.

• Collaborate with Development, QA, Infrastructure, and DevOps teams to drive permanent fixes and support production releases.

Requirements :

• Bachelors degree (B.E./B.Tech) or MCA in Computer Science, Information Technology, or a related discipline.

• 5+ years of hands-on experience in Production/Application Support with strong exposure to L2/L3 responsibilities.

• Proven experience supporting mission-critical, high-availability, and transaction-intensive applications.

• Strong experience in Production/Application Support (L2/L3).

• Hands-on expertise with SQL and PostgreSQL, including query analysis and troubleshooting.

• Experience working with NoSQL databases such as MongoDB, DynamoDB, or Cassandra.

• Strong proficiency in Linux/Unix environments, including log analysis and system diagnostics.

• Hands-on experience with monitoring and observability platforms such as New Relic.

• Experience with incident alerting and on-call management tools such as Pager Duty.

• Working knowledge of Jira Service Management or Service Now.

• Excellent analytical, troubleshooting, and debugging skills.

• Strong verbal and written communication skills.

• Willingness to participate in rotational 24x7 support shifts and on-call schedules.

• Experience supporting systems hosted in AWS environments is a plus.

• Familiarity with batch processing frameworks and scheduler platforms preferred.

• Exposure to REST APIs and third-party integrations preferred.

• Experience with Confluence for documentation preferred.

• Familiarity with release and deployment support activities is a plus.

• Experience in FinTech, banking, payments, escrow, or financial services environments is an added advantage.

• Knowledge of scripting languages such as Python or Shell for automation is a bonus.

• Exposure to Site Reliability Engineering (SRE) practices is a bonus.

• ITIL Foundation certification or equivalent operational framework knowledge is a bonus.

Skills :

• Must have : Production/Application Support (L2/L3), SQL, PostgreSQL, NoSQL (MongoDB/DynamoDB/Cassandra), Linux/Unix, New Relic, Pager Duty, Jira Service Management or Service Now.

• Good to have : AWS, Batch Processing Frameworks, REST APIs, Performance Monitoring, Confluence.

• Bonus : Python, Shell Scripting, Site Reliability Engineering (SRE), ITIL Foundation Certification, FinTech or Payments Industry Experience.

Benefits :

• Competitive compensation with performance-based incentives.

• Opportunity to work on mission-critical, enterprise-grade financial systems.

• Exposure to modern observability, incident management, and support technologies.

• Collaborative, fast-paced, and growth-oriented work environment.

• Comprehensive health insurance coverage for employees and dependents.

• Continuous learning and professional development opportunities.

• Work with an organization committed to trust, transparency, security, and regulatory compliance.