L2 Support System Administrator

Acesoft Labs; Dadri; Hybrid; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Acesoft Labs in Noida is seeking an L2 Support Engineer with 7+ years of experience for a hybrid role (3 days in office). The candidate should have strong AWS, Linux, and Splunk skills, and be capable of writing queries to resolve complex incidents.

You will provide second-line client-facing support, coordinate with product and delivery teams for escalations, and contribute to proactive monitoring and change management. Strong communication is essential.

Qualifications

• 7+ years of experience in L2/Level-2 support engineering.
• Location: Noida with a hybrid model of 3 days from office.
• Strong AWS, Linux, Splunk skills and ability to write queries.

Responsibilities

• Provide second-line client-facing technical support for issues escalated by first line.
• Coordinate with development and delivery teams for third-line escalation.
• Manage incidents and change requests ensuring timely resolution.
• Apply proactive monitoring and health checks to ensure service reliability.

Skills

AWS

Linux

Splunk

Query writing

Job description

Role & responsibilities

L2 Support Engineer Experience required: 7+ Years. Location: Noida. Work Model - 3 Days from office Note: need strong experience on AWS, Linux, Splunk and Experience on writing Queries Incident and change management and strong com skill. Job Description Duties & accountabilities Provide second line client-facing technical support for issues escalated by first line support teams. Apply strong technical skills and good business knowledge together with investigative techniques and problem-solving skills to identify and resolve issues efficiently and in a timely manner. Work collaboratively with development team required for third line escalation. Coordinate with product and delivery teams to ensure the Service Management team is ready for new releases and engaged in early design of new enhancements. Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support. Apply AI/ML techniques to detect anomaly, predict alerting, and to enhance support operations. Key Areas of The Teams Responsibilities Are Proactive monitoring and management of business critical 24x7 real-time. Where required to rectify issues in a timely fashion to restore application functionality. Ensure incidents are correctly processed, assessing business and technical impact and severity. Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or IT Change activity to resolve. Ensuring the communication to the business community remains active. Application responsibilities will cover Application Infrastructure, Data Fixes, User Queries, User Education and Incident Investigation. Monitoring of application events alerts, job schedules, capacity monitors and performance KPI's. Creation and ownership of change requests raised to address any of the above issues. Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence). Work to provide services to agreed Service Level Targets and Operating Level Agreements. Leverage AI Ops techniques to analyse logs, metrics, traces, and event data, enabling proactive trend identification and continuous optimization of system performance.