Production Support Engineer – L2 Operations

About the role

The Production Support Engineer provides L2 support for critical production systems, ensuring availability, performance, and reliability across applications, databases, middleware, infrastructure and network components. You will work closely with release managers, development teams and service owners to resolve incidents quickly and maintain operational excellence.

Key responsibilities

• Provide L2 support for production applications, databases, middleware and infrastructure.
• Manage incidents end‑to‑end within defined SLAs, focusing on resolution.
• Collaborate with release managers, program leads, service managers and development/test leads.
• Review operational readiness, including monitoring, alerting, log rotation and component resilience.
• Perform pre‑implementation activities such as release‑note reviews and dry‑run validations.
• Run health checks, monitor latency and memory utilization to protect production components.
• Automate routine tasks and propose reliability improvements.
• Participate in Change Advisory Board (CAB) reviews and provide feedback on change requests.
• Support DevOps teams in testing promotion pipelines and suggest automation.
• Conduct root‑cause analysis (RCA) and follow incident‑management best practices.
• Take part in disaster‑recovery and operational acceptance testing.
• Analyze the technology stack to optimise recovery‑time objectives.
• Share knowledge, document improvements and mentor junior resources.

Required profile

• Strong background in Linux system administration and shell scripting.
• Experience with incident management, SLA adherence and root‑cause analysis.
• Ability to work across multiple time zones and collaborate with distributed teams.
• Familiarity with ITIL/ITSM processes and change management.
• Proactive attitude towards automation and continuous improvement.

Required skills

• Linux
• Shell scripting
• ITIL / ITSM
• PL/SQL
• Splunk (or equivalent log monitoring)
• Dynatrace (or equivalent application monitoring)
• Jenkins (CI/CD)
• Groovy (optional)
• AWS, Azure or PCF (optional)
• Git / Bitbucket
• SonarQube
• Fortify
• ARAS
• SaltStack
• Chef
• Ansible (optional)
• Artifactory
• SQL