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.Production Support & Incident Management
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)
