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.
Key Responsibilities
- 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.
Monitoring & Alerts Handling
- 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.
Database & Backend Support
- 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).
Unix/Linux Support
- 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.
User & Business Support
- 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.
Service Management
- 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.
Key Skills Required
Technical Skills
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)
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Architect employer: Virtusa Corporation
Virtusa is an exceptional employer that fosters a dynamic and collaborative work culture, empowering employees to drive innovation in the fast-paced tech landscape. With a strong focus on professional development, employees have access to extensive growth opportunities and resources to enhance their skills, all while working in a vibrant UK market that encourages creativity and strategic thinking. Join us to be part of a team that values your contributions and supports your journey towards achieving new heights in your career.
