[IT Delivery Center] Senior L2 Support Engineer

We are looking for a proactive and customer-focused Principal Product Sustenance Engineer to drive product support, incident resolution, and continuous product improvements.
The ideal candidate should possess strong analytical and troubleshooting skills, collaborate effectively across multiple teams, and ensure timely resolution of production issues while maintaining high customer satisfaction.
Key Responsibilities
Lead investigation and resolution of complex production issues and customer-reported incidents.
Handle user access management and data management (importation, update, migration etc.) requests.
Lead troubleshooting and coordinate with Dev, Infra, and Network teams.
Working knowledge of ESB (Enterprise Service Bus) or Message Queuing (MSMQ) is an added advantage
Experience with an observability platform like Grafana for troubleshooting, monitoring and alerting is a must.
Analyse application logs, SQL data, and system behaviour to identify root causes.
Experience in writing SQL queries for troubleshooting, data validation, and issue analysis.
Coordinate with Development, QA, Product Management, Infrastructure, and Customer Support teams to drive issue resolution.
Track, follow up, and ensure timely closure of action items across cross-functional teams.
Perform root cause analysis (RCA) and recommend preventive and corrective actions.
Drive continuous improvement initiatives to reduce incident volume and improve product stability.
4-6 years of working experience in L2 production/application support.
Technical Skills:
Proficient in writing SQL queries for data analysis and issue investigation.
Ability to verify and validate data across multiple systems and databases.
Hands-on experience in converting Excel data into SQL scripts.
Experience in troubleshooting application errors using logs, SQL queries, and system diagnostics.
Good understanding of enterprise application architecture and business workflows.
Experience in integration troubleshooting (REST APIs, file-based, message-based and service integrations).
Familiarity with monitoring and logging tools such as Grafana, Kibana, Splunk, or similar tools is desirable.
Working knowledge of programming languages and software development lifecycle (SDLC), release management, and incident management processes.
Functional Skills:
Excellent business communication and stakeholder management skills.
Excellent domain knowledge - meaning a very good understanding of the business, applications, and functionalities.
Strong ownership with the ability to drive issues to closure.
Excellent follow-up and action tracking skills.
Strong analytical and problem-solving abilities.
Ability to quickly understand business processes and product functionality.
Experience coordinating across multiple teams and managing competing priorities.
Customer-focused mindset with a commitment to delivering high-quality support.

Employment type
Full-time

Work arrangement
Hybrid