Production and Support Engineer

Devon Software Services; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Devon Software Services is seeking a Level 2 Application Support professional in Bengaluru, Karnataka. The role demands expertise in incident handling and backend issue analysis, ensuring adherence to SLAs while managing cloud-hosted applications. Candidates should have strong analytical capabilities and experience with monitoring tools like Datadog and AWS. This position requires willingness to work in rotational shifts, including weekends. Benefits include substantial involvement in incident management and collaboration with L3 engineering teams.

Qualifications

• 3+ years of experience in Level 2 Application support.
• Expertise in application and backend issue analysis.
• Strong knowledge of incident triaging and resolution.

Responsibilities

• Own L2 incident handling and triage.
• Monitor and act on CloudWatch alerts.
• Collaborate with stakeholders for incident resolution.

Skills

Application support

Incident handling

Monitoring tools (Datadog, AWS)

Analytical capabilities

Cloud technologies (AWS)

Tools

Jira

ServiceNow

Datadog

PostgreSQL

MongoDB

Job description

Position Specific Requirements

1. Incident handling, Issue analysis, Investigate & Gather necessary data/insights
2. Incident escalation based on workflows
3. Own L2 incident handling: triage, isolate, restore, and document; run bridges for P1/P2 and steer the right resolver group.
4. Monitor & act on CloudWatch/Datadog/ELK dashboards & auto alerts using runbooks; tune noise vs. signal.
5. Deep dive production issues across Lambda/API Gateway/OpenSearch/Athena; create actionable debug artifacts (timelines, queries, log snippets, correlation IDs).
6. Partner with L3: supply high quality inputs (repro steps, traces, request samples, dashboards), verify fixes, and drive post incident actions.
7. Operational hygiene: maintain runbooks, workflows, SOPs, and knowledge articles; contribute to SLA reporting and weekly ops reviews.
8. Cross geo coordination: collaborate with business, SupportDesk, QA, SecOps, vendors; close tickets end to end.
9. Continuous improvement: raise kaizens to reduce toil (alerts, auto remediations, dashboards, cost/perf optimizations in Athena/OpenSearch).
10. In case of priority incidents , bridge the calls with multiple stakeholders and ensure resolution stakeholder is identified and assigned to incident
11. Monitoring Dashboard of cloud applications
12. Monitoring and acting based on the auto-alerts generated from system using runbooks
13. Monitoring and Handling of the slack Datadog alerts
14. Report creation and publishing to required stake holders
15. Responsible for maintaining the procedures/run books, workflows, work instructions used by the ops team
16. Fulfil any ad-hoc data or report request queries from different functional groups

Shifts

• Rotational 247 (multiple shifts), including weekends oncall / holidays support as rostered.

Position Specific Skills

1. 3+ years of experience in Level 2 Application support
2. Expertise in application and backend issue triage & analysis. Should have analyzed failures, error logs, done basic analysis, gather inputs and coordinate with Level 3
3. Own day-to-day product operations for cloud-hosted applications, including proactive monitoring, incident triaging, outage management, and resolution while ensuring adherence to defined SLAs.
4. Demonstrate strong analytical capabilities to diagnose issues, drive incidents to closure, and adapt to evolving tools and techniques during real-time incident response.
5. Having worked upon support layers L1, L2, L2.5, worked closely with the engineering L3 teams, Product teams and the Business Stakeholders
6. Troubleshooting knowledge in AWS, containerized workloads, and distributed microservices architecture.
7. Understanding the root causes, restoration of the services and final reporting
8. Monitor application and infrastructure using Datadog/Logicmonitor/Newrelic/Grafana or any monitoring tool
9. Usage of multiple tools and techniques to analyse the production issues across Applications, backend, data and infrastructure layers
10. Correlate logs, traces and metrics to isolate the failures across multiple services, understand the impact on business and generate high quality artifacts aiding L3 investigations
11. Support and lead release management, operational readiness, deployment support and postproduction deployment validations
12. Collaborate with the Stakeholders, Project teams and Vendors, handle the incident triages and meetings ensuring SLA adherences, escalation flows and operational excellence
13. Good command in Microsoft Office suite
14. Willing to work in rotational based 24X7 multiple Shifts
15. Willing to learn and implement automation or AIOps Features

Tools (Related should be fine too)

Monitoring and Observability

• Datadog, ElasticSearch ELK / Open Search Dashboards, AWS Cloudwatch

Cloud & Infra

• AWS, Lambda, API Gateway, Open Search, Athena, Web services, API Management, AWS Cognito, EKS, SQS

Incident Management ITSM tools

• Jira, ServiceNow

Databases

• PostgreSQL, Mongo No SQL, SQL