L1 Engineer

Virtusa; Bengaluru; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Virtusa in Bengaluru, India, is seeking an application support professional to handle production support and incident management. You will coordinate response and resolution, perform root cause analysis, and drive end-to-end troubleshooting across multiple teams.

The role requires 3–5 years of experience, experience in 24/7 rotational shifts, strong communication, and collaboration with business, product, and development teams to minimize business impact.

Qualifications

• 3-5 years of professional experience in application support.
• Willingness to work in a 24/7 rotational shift model (Mandatory).
• Strong communication skills and ability to collaborate across teams.

Responsibilities

• Response & Resolution: Adhere to defined On-call processes and strictly follow ticket resolution SLAs.
• Root Cause Analysis: Track and analyze recurring issues and support activities to implement permanent fixes.
• End-to-End Troubleshooting: Coordinate and facilitate troubleshooting across multiple teams and technical layers.
• Stakeholder Communication: Provide timely updates to all stakeholders via standups, emails, and meetings.
• Ownership: Self-unblock when necessary and coordinate with stakeholders with minimal supervision for impactful features.
• System Monitoring & Automation: Ensure monitoring SLAs are met and drive automation for better detection and remediation.
• Backlog Management: Participate in backlog grooming to reduce on-call burden.
• Collaboration & Domain Expertise: Work with Business, Product Management, and Development teams and maintain domain knowledge.

Skills

On-call processes

Incident management

Root cause analysis

System monitoring

Automation

Job description

Job Requirements

Key Responsibilities

• Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket
• Root Cause Analysis: Track and analyze recurring issues and support activities,

Production Support & Incident Management

• Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket

Resolution SLAs.

• Root Cause Analysis: Track and analyze recurring issues and support activities,

collaborating with Production Support Engineers (PSEs) to identify root causes and

implement permanent fixes.

• Issue Oversight: Oversee the timely response and resolution of all production issues,

prioritizing based on business impact.

• End-to-End Troubleshooting: Coordinate and facilitate the troubleshooting and recovery

of complex, end-to-end problems that span multiple teams and technical layers.

• Stakeholder Communication: Provide crisp, timely updates to all stakeholders (intra-team

and inter-team) via standups, emails, and meetings.

• Ownership: Self-unblock when necessary; for features with widespread impact,

coordinate with stakeholders with minimal supervision.

System Monitoring & Automation

• Operational Monitoring: Ensure monitoring SLAs are met by proactively actioning system

anomalies and alerts.

• Efficiency: Drive automation initiatives for better system monitoring and prompt issue

detection/remediation.

• Backlog Management: Participate in functional debt backlog grooming and work toward

significant on-call reduction through triaging.

Collaboration & Domain Expertise

• Cross-functional Engagement: Collaborate with Business, Product Management, and

Development teams to drive issues to closure and understand the changing production

landscape with new feature releases.

• Continuous Improvement: Drive product and process improvements to reduce response

and resolution times.

• Domain Knowledge: Maintain a strong understanding of the functional domain (e.g.,

Warehouse Management Systems), performance/scalability concepts, and the underlying

tech stack.

Candidate Requirements

Experience & Communication

• Experience: 3-5 years of professional experience in application support across multiple

geographical locations.

• Work Model: Proven experience working in a 24/7 rotational shift model (Mandatory).
• Communication: Exceptional written and

Work Experience

5-7Years