L1/L2 Application Production Support Engineer

Everscale Group; Ciudad de México; Presencial; MXN 745,000 - 1,491,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a skilled L1/L2 Application Production Support Engineer to join their dynamic team. This role is crucial for diagnosing and resolving incidents in critical business applications, ensuring their stability and performance. You will work closely with cross-functional teams to monitor application health and implement best practices in incident management. If you thrive in a fast-paced environment and have a passion for problem-solving, this opportunity offers a chance to make a significant impact in a 24/7 production support setting, enhancing your skills and contributing to the success of vital applications.

Formación

• 5-6 years of experience in L1/L2 application support.
• Knowledge of Unix, Shell Scripting, Java, SQL, and Cloud technologies.

Responsabilidades

• Provide first and second-level support for production applications.
• Monitor application performance and respond to alerts and user inquiries.

Conocimientos

Application Support Experience

Incident Management

Troubleshooting

Monitoring Tools

Shell Scripting

Java

SQL

Cloud

MQ

Herramientas

App Dynamics

Moogsoft

Thousand Eyes

Orion

Service Now

Descripción del empleo

We are looking for a skilled L1/L2 Application Production Support Engineer to provide technical support and maintenance for our client’s critical business applications. The successful candidate will be responsible for diagnosing, troubleshooting, and resolving incidents and issues reported by end-users or detected through monitoring tools. This role will involve collaborating with cross-functional teams to ensure the stability, reliability, and performance of the applications in production environments.

Responsibilities:

1. Provide first and second-level support for production applications, including incident triage, resolution, and escalation as necessary.
2. Monitor application performance, availability, and capacity to proactively identify and address potential issues.
3. Respond to alerts, tickets, and user inquiries in a timely and professional manner, adhering to defined SLAs and KPIs.
4. Diagnose and troubleshoot technical issues related to application functionality, configuration, and integration.
5. Coordinate with development teams to implement fixes, patches, and enhancements to address recurring issues and improve application reliability.
6. Document incident details, resolutions, and root cause analyses for future reference and continuous improvement.
7. Contribute to the development and maintenance of knowledge base articles, runbooks, and standard operating procedures.
8. Participate in on-call rotations and after-hours support as needed to ensure 24/7 coverage of production environments.
9. Collaborate with stakeholders to implement best practices for incident management, problem management, and change management processes.

Qualifications:

1. Application Support Experience of L1/L2 level
2. 5 to 6 years of experience
3. Exposure to Production Support 24/7 Environment
4. Knowledge on Unix, Shell Scripting, Java, SQL, MQ, and Cloud
5. Experience in Incident Management, Escalations
6. Exposure to Monitoring Tools like App Dynamics, Moogsoft, Thousand Eyes, Orion, Service Now
7. Shift time: 11:30 AM to 7:30 PM EST.