Technical Support Senior Analyst

Careernet; Hyderabad; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Careernet is seeking a skilled L2 production support engineer to manage incident triage, monitoring, and defect resolution for contact center applications in Hyderabad. You will coordinate bridge calls and drive timely resolutions using Splunk, Dynatrace, and AWS-based Java services.

Qualification includes 3–5 years in production support, strong ServiceNow workflows, API troubleshooting, and a background in observability tooling. IVR exposure is a plus.

Qualifications

• 3-5 years of relevant experience in application production support, technical support, monitoring, or contact center technology support.
• ServiceNow for incident/defect management and ITSM workflows.
• API troubleshooting and support for production services.
• Observability tooling experience with Splunk and Dynatrace.
• Production support experience with AWS and Java-based applications.

Responsibilities

• Provide L2 production support for contact center applications, triaging incidents and defects impacting internal and external customers.
• Monitor and review incidents using observability and synthetic monitoring tools (e.g., Splunk and Dynatrace) and drive timely resolution.
• Use ServiceNow and related workflows to assign, escalate, track, and close defects and incidents through completion.
• Coordinate production bridge calls during critical failures, including impact assessment and stakeholder updates.
• Support operational readiness activities, including change management coordination and weekend validation support.

Skills

Api

AWS

Java

Production Support

Dynatrace

ServiceNow

Splunk

IVR

Education

Bachelor's degree in Computer Applications, Computer Engineering, Computer Science or equivalent

Tools

Splunk

Dynatrace

ServiceNow

Job description

Key Skills: Api, AWS, Java, Production Support, Dynatrace, ServiceNow, Splunk, IVR

Roles and Responsibilities:

• Provide L2 production support for contact center applications, triaging incidents and defects impacting internal and external customers.
• Monitor and review incidents using observability and synthetic monitoring tools (e.g., Splunk and Dynatrace) and drive timely resolution.
• Use ServiceNow and related workflows to assign, **escalate**, track, and close defects and incidents through completion.
• Coordinate production bridge calls during critical failures, including impact assessment and stakeholder updates.
• Support operational readiness activities, including change management coordination and weekend validation support.

Skills Required:

• 3-5 years of relevant experience in application production support, technical support, monitoring, or contact center technology support.
• ServiceNow for incident/defect management and ITSM workflows.
• API troubleshooting and support for production services.
• Observability tooling experience with Splunk and Dynatrace.
• Production support experience with AWS and Java-based applications.

Good to Have:

• IVR (Interactive Voice Response) and contact center call routing exposure.

Education: Bachelor's degree in Computer Application, Computer Engineering, Computer Science, or Computer Science Engineering (or equivalent experience).