L2 Production Support Specialist - #2084405

We are seeking a proactive and detail-oriented L2 Production Support Specialist to ensure the stability, reliability, and performance of critical production systems. The candidate will provide second-level support, resolve incidents, manage user queries, and collaborate with cross-functional teams to maintain application uptime and service quality.

• Provide L2 support for production applications, ensuring minimal downtime.
• Troubleshoot and resolve incidents, service requests, and production issues within defined SLAs.
• Perform root cause analysis (RCA) and implement preventive measures.
• Work on incident prioritization, escalation, and resolution via ServiceNow.

• Monitor system health using tools like ITRS (Gateway) or equivalent monitoring tools.
• Respond to alerts, analyze logs, and take appropriate corrective actions.
• Ensure proactive monitoring and issue prevention.

• Write and execute complex SQL queries to investigate and resolve data-related issues.
• Perform data validation, troubleshooting, and fixes in Oracle databases.
• Support database-related activities like performance tuning (basic level preferred).

• Execute and troubleshoot issues using Unix/Linux commands and shell scripts.
• Analyze application logs and system logs to identify issues.
• Manage jobs, processes, and batch executions.

• Handle user queries and requests efficiently with high customer satisfaction.
• Communicate updates on incidents and tickets to stakeholders.
• Provide functional and technical support to business users.

• Work with ServiceNow for ticket handling (incident, problem, change management).
• Maintain accurate documentation for issues, resolutions, and processes.
• Participate in change management and release activities.

• Strong knowledge of:
• SQL (advanced queries, joins, indexing concepts)
• Oracle Database
• Unix/Linux (shell scripting, commands, log analysis)
• Experience with monitoring tools like ITRS (preferred) or similar monitoring solutions
• Familiarity with ServiceNow or other ITSM tools
• Understanding of:Batch processing, scheduling tools (Autosys/Control-M – optional)

• Incident and problem management
• Production support lifecycle
• Root cause analysis & troubleshooting
• Log analysis and debugging

• Strong analytical and problem-solving skills
• Excellent communication (verbal & written)
• Ability to work in rotational shifts / on-call support
• Good stakeholder management
• High attention to detail and ownership mindset

• Bachelor’s degree in computer science / IT / related field
• ITIL certification (preferred)
• Experience in Banking/Finance/Enterprise applications (added advantage)

• Willingness to work in 24/7 rotational shifts, Weekend and on-call support