L1/L2 Support Engineer

OpsTree Global

Gurugram District

Sur place

INR 600 000 - 1 000 000

Plein temps

Il y a 4 jours

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Résumé du poste

OpsTree Global is seeking L1/L2 Support Engineers to monitor applications, infrastructure, and networks; manage incidents, triage issues, and perform initial troubleshooting using SOPs and runbooks.

The role involves escalation to L2/L3, stakeholder communication, change and release support, RCA and KEDB maintenance, and automation to improve operations. A background in Linux/Windows, SQL, APIs, logs, and cloud/middleware is valued.

Qualifications

Basic Linux/Windows administration.
Understanding of monitoring tools (Grafana, Kibana, Prometheus).
Basic SQL query execution and validation.
Understanding of APIs and log analysis.
Ticket management experience.
Knowledge of incident and change management processes.
Advanced troubleshooting capabilities.
Strong Linux/Unix system administration.
SQL and database troubleshooting.
Log analysis and performance diagnostics.
API debugging and integration troubleshooting.
Scripting knowledge (Shell, Python, PowerShell).
Experience with application support, cloud platforms, and middleware technologies.

Responsabilités

Monitoring application, infrastructure, and network health through dashboards and monitoring tools.
Validate & analyze the issues reported by customers, business users, or automated monitoring systems.
Perform initial troubleshooting using approved SOPs, runbooks, and knowledge base articles.
Manage incidents, service requests, and problem tickets through ticketing tools.
Escalate complex issues requiring advanced technical expertise to L2 / L3 teams, development teams, vendors, or infrastructure teams.
Provide timely status updates & clear communication to business teams, customers, management, and technical stakeholders during incidents / issues.
Perform sanity testing and functional validation after issue resolution. Confirm service restoration before incident closure.
Support production deployments & application releases, support patching, upgrade, and maintenance windows.
Perform Root Cause Analysis (RCA) for recurring incidents and major outages. Maintain Known Error Database (KEDB) and troubleshooting documentation.
Support scripting and automation initiatives to improve operational efficiency; update SOPs, runbooks, and knowledge management repositories regularly.
Monitor system performance, capacity utilization, and infrastructure health. Recommend scaling requirements and performance improvements.
Track incident response and resolution times. Identify and highlight SLA risks proactively.

Connaissances

Basic Linux/Windows administration

Monitoring tools

SQL query execution

APIs & log analysis

Ticket management experience

Incident & change management processes

Advanced troubleshooting

Linux/Unix system administration

SQL & database troubleshooting

Log analysis

API debugging & integration Troubles

Scripting (Shell, Python, PowerShell)

Cloud platforms & middleware

Outils

Grafana

Kibana

Prometheus

Jira

GLPI

Description du poste

JD & Skillset for (L1/L2 Support Engineer)

Key Responsibilities

Monitoring & Operations Management: Monitor application, infrastructure, and network health through dashboards and monitoring tools (Grafana, Kibana, Nagios, etc.).
Incident Management & Triage: Validate & analyze the issues reported by customers, business users, or automated monitoring systems.
Troubleshooting & Resolution: Perform initial troubleshooting using approved SOPs, runbooks, and knowledge base articles.
Ticket Management: Manage incidents, service requests, and problem tickets through ticketing tools (Jira, GLPI).
Escalation Management: Escalate complex issues requiring advanced technical expertise to L2 / L3 teams, development teams, vendors, or infrastructure teams.
Stakeholder Communication: Provide timely status updates & clear communication to business teams, customers, management, and technical stakeholders during incidents / issues.
Service Recovery Validation: Perform sanity testing and functional validation after issue resolution. Confirm service restoration before incident closure.
Change & Release Support: Support production deployments & application releases, support patching, upgrade, and maintenance windows.
Problem Management & RCA: Perform Root Cause Analysis (RCA) for recurring incidents and major outages. Maintain Known Error Database (KEDB) and troubleshooting documentation.
Automation & Continuous Improvement: Support scripting and automation initiatives to improve operational efficiency; update SOPs, runbooks, and knowledge management repositories regularly.
Capacity, Performance & Availability Management: Monitor system performance, capacity utilization, and infrastructure health. Recommend scaling requirements and performance improvements.
SLA & Operational Compliance: Track incident response and resolution times. Identify and highlight SLA risks proactively.

Technical Skills Required

L1 Support Engineer

Basic Linux/Windows administration.
Understanding of monitoring tools (Grafana, Kibana, Prometheus).
Basic SQL query execution and validation.
Understanding of APIs and log analysis.
Ticket management experience.
Knowledge of incident and change management processes.

L2 Support Engineer

Advanced troubleshooting capabilities.
Strong Linux/Unix system administration.
SQL and database troubleshooting.
Log analysis and performance diagnostics.
API debugging and integration troubleshooting.
Scripting knowledge (Shell, Python, PowerShell).
Experience with application support, cloud platforms, and middleware technologies.

Responsibility Split

L1 Support