Engineer 3

Nvest Solution Private Limited; Thane; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Nvest Solution Private Limited is seeking an experienced L3 Production Support Engineer / Technical Lead to manage production issues in InsurTech apps. You will debug .NET applications, query SQL Server, and coordinate across development, L2, and operations teams to prevent outages.

The role emphasizes client communication, SLA adherence, and leadership of L2/L3 staff. Prior InsurTech exposure is preferred, with strong problem-solving and stakeholder-management skills driving continuous

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• 5-6 years of relevant IT experience.
• Hands-on experience with .NET / .NET Core and C#.
• Strong SQL Server knowledge and ability to write complex queries.
• Experience in production application troubleshooting and incident management.

Responsibilities

• Provide L3 production support for business-critical InsurTech applications.
• Troubleshoot complex application and database issues and coordinate with multiple teams.
• Lead L2/L3 team members and manage incident resolution timelines.
• Communicate effectively with clients and stakeholders during incidents.
• Drive continual process improvements and automation of support activities.
• Maintain dashboards and provide status updates to stakeholders.

Skills

.NET

C#

SQL

REST APIs

Incident Management

SLA Management

Team Leadership

Stakeholder Management

Problem Solving

Communication

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Visual Studio

SQL Server

SSMS

Job description

About the Role

We are looking for an experienced L3 Production Support Engineer / Technical Lead with strong hands‑on expertise in Microsoft .NET technologies, application debugging, and SQL.

The role will be responsible for providing L3 production support for business-critical InsurTech applications, troubleshooting complex application and database issues, coordinating with development and L2 support teams, and ensuring adherence to defined SLA and production support processes.

The candidate will also have people‑management responsibilities, including managing L2/L3 team members, allocating work, monitoring performance, conducting technical reviews, and ensuring timely resolution of production incidents.

Since the role involves direct interaction with clients, the candidate should have excellent communication, stakeholder‑management, problem‑solving, and incident‑management skills.

Candidates with prior experience in the Insurance / InsurTech domain will be preferred.

Key Responsibilities

1. L3 Production Support

• Provide L3 technical support for production applications and resolve complex technical issues.
• Analyze and troubleshoot application failures, production defects, performance issues, and integration/API issues.
• Perform detailed .NET application debugging to identify root causes of production incidents.
• Analyze application logs, exception traces, stack traces, and error messages.
• Debug issues across application, API, database, and integration layers.
• Work closely with development teams for complex defects requiring code‑level fixes.
• Provide technical solutions/workarounds to minimize business impact and application downtime.
• Support production releases, hotfixes, patches, and emergency deployments when required.

2. .NET Development & Debugging

• Strong hands‑on experience with Microsoft .NET / .NET Core applications.
• Perform code‑level analysis and debugging of existing applications.
• Troubleshoot issues using Visual Studio debugging tools.
• Understand application architecture, APIs, services, integrations, and dependencies.
• Analyze and fix defects related to application logic, data processing, APIs, and integrations.
• Review code changes and provide technical inputs to development teams.
• Ability to understand legacy .NET applications and quickly identify areas causing production issues.

3. SQL & Database Support

• Strong hands‑on experience with SQL Server.
• Write and execute complex SQL queries for production troubleshooting and data analysis.
• Analyze stored procedures, functions, views, joins, indexes, and query execution plans.
• Perform data validation and identify data‑related production issues.
• Troubleshoot application issues by tracing data across multiple database tables.
• Work with database teams for performance‑related issues and production fixes.
• Ensure production data changes follow defined authorization and change‑management processes.

4. Incident & SLA Management

• Own and drive critical production incidents from identification through resolution.
• Ensure L2 and L3 teams meet defined SLAs, response times, and resolution timelines.
• Monitor open incidents, aging tickets, escalations, and recurring production issues.
• Prioritize incidents based on business impact and severity.
• Coordinate with development, QA, infrastructure, database, API, and other technical teams.
• Conduct and document Root Cause Analysis (RCA) for major incidents.
• Identify recurring issues and drive Problem Management initiatives.
• Maintain production support dashboards and provide regular status updates to stakeholders.

5. Team Management

• Manage and provide technical guidance to L2 and L3 support team members.
• Allocate incidents and production issues based on priority, complexity, and team capability.
• Monitor team productivity, SLA adherence, ticket aging, and resolution quality.
• Conduct technical discussions, knowledge‑sharing sessions, and mentoring.
• Build technical capability within the support team.
• Act as the escalation point for L2 engineers.
• Ensure adequate support coverage and effective shift/work allocation where applicable.
• Support performance evaluation and provide feedback for team members.

6. Client & Stakeholder Management

• Act as a technical point of contact for the client for production support activities.
• Participate in client calls, incident discussions, status meetings, and escalation calls.
• Communicate technical issues clearly to both technical and non‑technical stakeholders.
• Provide regular updates on critical incidents, resolution progress, risks, and dependencies.
• Manage client expectations during high‑priority production incidents.
• Build strong working relationships with client technical and business teams.

7. Process Improvement

• Identify opportunities to reduce recurring production incidents.
• Drive automation of repetitive support activities wherever possible.
• Improve application monitoring, alerting, troubleshooting guides, and knowledge base documentation.
• Establish and maintain SOPs, runbooks, support checklists, and troubleshooting documents.
• Track production trends and proactively identify potential risks.
• Contribute to continuous improvement of L2/L3 production support processes.

Required Technical Skills

• 5-6 years of relevant IT experience
• Strong hands‑on experience in .NET / .NET Core
• Strong understanding of C#
• Hands‑on experience with .NET application debugging
• Strong SQL Server knowledge
• Ability to write complex SQL queries
• Good understanding of REST APIs / Web Services
• Experience in production application troubleshooting
• Experience with application logs and error analysis
• Understanding of software development lifecycle and production support processes
• Experience managing L2/L3 support activities
• Strong understanding of Incident Management and SLA Management
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.