Application/ Production Support + Python Scripting

Happiest Minds Technologies; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Happiest Minds Technologies in Bengaluru invites an L2 AppSupport specialist to manage incidents, monitor systems, and drive automation.

You will own tickets within SLAs, use Grafana/Kibana for real-time visibility, perform RCA, update runbooks, and collaborate with architects and vendors.

On-call rotations (24x7) and production issue troubleshooting are part of the role, with a focus on reducing downtime.

Qualifications

• Experience in L2 support with SLA ownership.
• Proficient with Grafana and Kibana for monitoring.
• Knowledge of SQL and NoSQL databases.
• Hands-on with containers and Kubernetes.
• Willingness for on-call rotations.

Responsibilities

• Resolve L2 tickets within SLAs and own incidents.
• Monitor in real-time using Grafana and Kibana.
• Analyze defects and drive improvements.
• Perform post-release platform verifications with automation focus.
• Automate repetitive tasks to improve efficiency.
• Conduct RCA and document resolutions; update runbooks.
• Follow escalation protocols for unresolved issues.
• Troubleshoot production issues to minimize downtime.
• Engage in 24x7 L2 on-call rotations and handle critical incidents.
• Log incidents and resolutions to identify trends and prevention.
• Collaborate with Architects, Engineering, vendors on production issues.

Skills

L2 Support

On-call Support

Incident Management

SLA Adherence

Tools

Grafana

Kibana

SQL

NoSQL

Containers

Kubernetes

AWS

Azure

GCP

Job description

Role & responsibilities

L2 - AppSupport

Resolve L2 tickets within SLAs, ensuring ownership and user satisfaction.

Leverage Grafana and Kibana for real-time monitoring.

Analyze defects and drive system efficiency improvements.

Perform post-release platform verifications with an automation focus.

Automate repetitive tasks to enhance platform efficiency through tool development.

Conduct root cause analyses (RCA) and document resolution steps, updating runbooks.

Follow escalation protocols for unresolved issues, prioritizing accordingly.

Troubleshoot and resolve production issues to minimize downtime.

Engage in 24x7 L2 on-call rotations and escalated critical incidents as needed.

Log all incidents and resolutions to identify trends and support prevention strategies.

Collaborate with Architects, Engineering teams, external vendors, and partners on production issues.

Good to Have

Knowledge on the Cloud Services (AWS, Azure, Google Cloud).

Knowledge of SQL and NoSQL database concepts.

Handson with Containers and Kubernetes provisioning/debugging.