L2 Application Production Support Engineer Lead
DXC Technology Morocco
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Zusammenfassung
DXC Technology Morocco seeks an experienced L2 Application Production Support Engineer Lead to oversee the support, stability, security, and performance of enterprise production applications. You will lead the L2 incident lifecycle, coordinate with multiple teams, and ensure services meet SLA requirements.
The role covers REST/SOAP APIs, system integration, Linux/Unix, SSL/TLS, BCM/DR, and CI/CD automation.
Qualifikationen
- 12+ years of relevant experience in Application Production Support, Technical Operations, or Systems Integration.
- Proven experience leading L2 application support or production support teams.
- Strong experience supporting APIs, integrations, databases, Linux environments, and application connectivity issues.
Aufgaben
- Lead L2 application production support activities across enterprise applications and critical production environments.
- Monitor, troubleshoot, and resolve complex production application issues while ensuring service availability and stability.
- Diagnose and resolve integration issues involving REST APIs, SOAP services, XML, Web APIs, and system-to-system communication.
- Monitor and troubleshoot data transmission between internal and external systems.
- Troubleshoot SSL/TLS certificate issues, including renewals, handshakes, and chain-of-trust problems.
- Apply security best practices when supporting production applications and data flows.
- Troubleshoot applications and services running on Linux/Unix environments.
- Work with DevOps teams to support CI/CD pipelines and automated deployments.
- Identify and troubleshoot deployment and release issues across production environments.
- Participate in BCM and DR activities and support failover exercises.
- Write and execute advanced SQL queries to investigate incidents and validate data.
- Lead the L2 incident lifecycle and ensure proper documentation and resolution.
- Coordinate with L3, infrastructure, security, integration, and DevOps teams for complex incidents.
- Manage incidents and service requests through ServiceNow and Jira.
- Ensure production incidents meet SLA requirements.
- Support problem-management and root-cause-analysis activities for recurring issues.
- Monitor and troubleshoot secure application traffic through IBM DataPower environments where applicable.
- Provide technical guidance and leadership to L2 engineers.
- Identify opportunities for automation and proactive incident prevention.
Kenntnisse
Ausbildung
Tools
Jobbeschreibung
Experience: 12+ years of relevant experience in Application Production Support, Technical Operations, Application Support, or Systems Integration, including experience leading technical/support teams.
Location: KSA
We are looking for an experienced L2 Application Production Support Engineer Lead to lead the support, stability, security, and performance of enterprise production applications.
The role covers application production support, REST/SOAP APIs, system integration, Linux/Unix environments, databases, SSL/TLS security, DevOps and CI/CD, incident management, Business Continuity Management (BCM), and Disaster Recovery (DR).
The ideal candidate will combine strong hands‑on troubleshooting capabilities with technical leadership, incident management, system integration, and production operations expertise. The role will focus on maintaining highly available production environments, resolving complex application and integration issues, and ensuring incidents are managed effectively within agreed service levels.
- Lead L2 application production support activities across enterprise applications and critical production environments.
- Monitor, troubleshoot, and resolve complex production application issues while ensuring service availability and stability.
- Diagnose and resolve integration issues involving REST APIs, SOAP services, XML, Web APIs, and system‑to‑system communication.
- Monitor and troubleshoot data transmission between internal and external systems.
- Troubleshoot secure application connections and SSL/TLS certificate issues, including certificate renewals, handshakes, and chain‑of‑trust problems.
- Apply security best practices when supporting production applications and data flows.
- Troubleshoot applications and services running on Linux/Unix environments.
- Use Linux command‑line tools to analyze logs, monitor resources, check permissions, manage processes, and restart application services.
- Work with DevOps teams to support CI/CD pipelines and automated application deployments.
- Identify and troubleshoot application deployment and release issues across production environments.
- Participate in Business Continuity Management (BCM) and Disaster Recovery (DR) activities.
- Support failover exercises, system recovery validation, and production‑readiness checks.
- Write and execute advanced SQL queries to investigate incidents, validate data integrity, and support root‑cause analysis.
- Lead the L2 incident lifecycle and ensure incidents are properly documented, prioritized, investigated, escalated, and resolved.
- Coordinate with L3 development, infrastructure, database, security, integration, and DevOps teams for complex incidents.
- Manage incidents and service requests through enterprise ITSM platforms such as ServiceNow and Jira.
- Ensure production incidents are handled within agreed SLA requirements.
- Support problem‑management and root‑cause‑analysis activities for recurring production issues.
- Monitor and troubleshoot secure application traffic through IBM DataPower environments where applicable.
- Provide technical guidance, operational support, and leadership to L2 application support engineers.
- Identify opportunities for automation, monitoring improvements, and proactive incident prevention.
- Strong experience in Application Production Support / L2 Application Support.
- Enterprise production application troubleshooting.
- REST APIs.
- SOAP Web Services.
- Web API troubleshooting.
- XML and system integration.
- System‑to‑system messaging.
- SSL/TLS configuration and troubleshooting.
- Digital certificates and certificate management.
- Secure data transmission.
- Linux / Unix administration.
- Linux command‑line troubleshooting.
- Application and system log analysis.
- SQL and advanced database querying.
- Database troubleshooting and data‑integrity validation.
- DevOps practices.
- CI/CD pipelines.
- Automated deployment processes.
- Production release and deployment support.
- Business Continuity Management (BCM).
- Disaster Recovery (DR).
- High Availability concepts.
- Incident Management.
- Problem Management and Root Cause Analysis.
- ITSM processes and SLA management.
- ServiceNow and/or Jira.
- Postman.
- curl.
- Git.
- Strong understanding of production security and operational controls.
- Experience working in enterprise environments supporting business‑critical applications.
- Bachelor's degree in Computer Science, Computer Engineering, Information Technology, Information Systems, or a related field.
- 12+ years of relevant experience in Application Production Support, Technical Operations, Application Support, Systems Integration, or related areas.
- Proven experience leading L2 application support or production support teams.
- Strong experience supporting complex, business‑critical enterprise applications.
- Proven experience troubleshooting APIs, integrations, databases, Linux environments, and application connectivity issues.
- Experience handling major production incidents and coordinating resolution across multiple technical teams.
- Good understanding of BCM, Disaster Recovery, High Availability, and production resilience.
- Strong analytical, troubleshooting, problem‑solving, and root‑cause‑analysis capabilities.
- Strong communication, stakeholder‑management, incident‑coordination, and technical‑leadership skills.
- Hands‑on experience with IBM DataPower Gateway.
- Experience supporting crypto profiles, multi‑protocol gateways, WS‑Security, AAA policies, and XML/JSON transformations within IBM DataPower environments.
- Red Hat Certified System Administrator (RHCSA) or similar Linux certification.
- CompTIA Security+ or similar security certification.
- ITIL Foundation certification.
- Experience supporting highly available and mission‑critical enterprise applications.
- Experience with production monitoring, observability, and proactive incident prevention.
- Experience driving operational automation and continuous service improvement.
L2 Application Support | Production Support | REST API | SOAP | Web Services | XML | System Integration | SSL/TLS | Digital Certificates | Linux | Unix | SQL | Database Troubleshooting | DevOps | CI/CD | BCM | Disaster Recovery | High Availability | Incident Management | Problem Management | Root Cause Analysis | ServiceNow | Jira | Postman | curl | Git | IBM DataPower | ITSM | SLA Management | Technical Leadership
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