Senior Technical Support Analyst

Wilco Source; Pune District; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

Wilco Source is seeking a Technical Support Engineer in Pune for a full-time role with 5+ years of experience. The candidate will handle L1/L2 production support, monitor alerts, and work in rotational shifts to ensure high availability and SLA adherence.

Responsibilities include incident management, root-cause analysis, and proactive problem resolution, with a focus on Java/Unix/Azure/Kubernetes/Docker/SQL skills. Immediate joiners preferred.

Qualifications

• 5+ years of production support (L1/L2) experience.
• Working knowledge of Java, Unix, Azure (Kubernetes and Docker) & SQL.
• Ability to own user problems, monitor alerts, and escalate when needed.

Responsibilities

• Take ownership of user problems and be proactive when dealing with user issues.
• Monitor all alerts and report any issue that may significantly impact the business.
• Monitoring, analyzing, troubleshooting problems, providing code fixes and testing.
• Issue and query resolution.
• Willin g to work 24x7 shifts on a rotational basis.
• Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.
• Conduct root-cause analysis and propose a corrective action plan.
• Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams.
• Responsible for reports, requests (like RFP), Maintaining the SLA and account payable records.
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
• Ensure on-time delivery of all assigned tasks incidents, problem tickets, etc.
• Experience in handling Critical Incidents (P1 and P2) and Bridge call.
• Adhere to the defined support delivery process/guidelines.
• Problem Management, Incident Management, Change Management, SLA Compliance.
• Excellent interpersonal skills, team player, proactive, self-starter and motivated.

Skills

Production support

Incident management

Problem management

SLA compliance

Team player

Customer focus

Communication skills

Tools

Java

Unix

Azure

Kubernetes

Docker

SQL

Job description

Greetings from Wilco Source A CitiusTech Company

Position: Technical Support Engineer

Location: Pune

Mode: Full-Time

Experience: 5+ Years

Notice Period: Immediate to 15 days

Note: The candidate should be comfortable to work in rotational shift

Job Description

• 5 years of strong production support (L1/L2) experience.


• Working Knowledge in Java, Unix, Azure (Kubernetes and Dockers) & SQL.


• Take ownership of user problems and be proactive when dealing with user issues.


• Monitor all alerts and report any issue that may significantly impact the business.


• Monitoring, analyzing, troubleshooting problems, providing code fixes and testing.


• Issue and query resolution.


• Willing to work 24x7 shifts on a rotational basis.


• Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.


• Conduct root-cause analysis and propose a corrective action plan.


• Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams.


• Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records.


• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.


• Ensure on-time delivery of all assigned tasks incidents, problem tickets, etc.


• Experience in handling Critical Incidents (P1 and P2) and Bridge call.


• Adhere to the defined support delivery process/guidelines.


• Problem Management, Incident Management, Change Management, SLA Compliance.


• Excellent interpersonal skills, team player, proactive, self-starter and motivated.