Technical Support Analyst

Wilco Source; Hyderabad, Pune District; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

Wilco Source is seeking a Technical Support Engineer to join our Pune/Hyderabad team in a full-time role. The candidate should have 6+ years of production support experience, with strong skills in Java, Unix, Azure (Kubernetes & Docker) and SQL, and be comfortable working in rotational shifts.

Responsibilities include monitoring alerts, incident resolution, root-cause analysis, and ensuring SLA delivery. This role requires taking ownership of user issues and proactive problem-solving.

Qualifications

• 6 years of strong production support (L1/L2) experience.
• Proficient with Java, Unix, Azure, Kubernetes, Docker and 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.

Responsibilities

• 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 availability and performance in production.
• Conduct root-cause analysis and propose a corrective action plan.
• Follow established processes for handling issues and escalation.
• Maintain SLA, reports, and account payable records.
• Maintain logs of all issues and ensure resolutions according to QA tests.
• Ensure on-time delivery of all incidents and tickets.
• Experience in handling Critical Incidents (P1/P2) and Bridge calls.
• Adhere to support delivery process/guidelines.
• Problem, Incident, Change Management and SLA compliance.
• Strong interpersonal skills and teamwork.

Skills

Java

Unix

Azure

Kubernetes

Docker

SQL

Job description

Position: Technical Support Engineer

Location: Pune / Hyderabad

Mode: Full-Time

Experience: 6+ Years

Notice Period: Immediate to 15 days

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

Job Description

• 6 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.

Thanks

[e-mail]