Senior L1/L2 Production Support Engineer (24x7)

HCL Technologies Limited; Taguig; On-site; PHP 350,000 - 600,000; Full time

Job summary

HCL Technologies Limited is seeking a proactive L1/L2 Support Engineer to provide technical support, incident management, and operational assistance for critical applications and infrastructure. This role requires strong analytical skills, clear communication, and hands-on experience in application and infrastructure support environments.

Responsibilities include monitoring alerts, first-line incident handling, log analysis, and collaboration with global teams to resolve production issues,

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• 2–6 years of L1/L2 Production/Technical Support experience.
• Strong ITIL/process knowledge and service management.
• Experience supporting enterprise apps in 24x7 environments.
• Ability to analyze logs and troubleshoot effectively.
• Excellent verbal and written communication; capable with global teams.

Responsibilities

• Monitor application, system, and infrastructure alerts.
• Serve as the first point of contact for incidents and service requests.
• Perform initial troubleshooting and diagnosis of technical issues.
• Log, track, categorize, and prioritize tickets using ITSM tools.
• Resolve routine incidents within defined SLAs and escalate as needed.
• Provide regular status updates to users and stakeholders.
• Maintain incident records and operational documentation.
• Investigate complex issues with L2/L3 teams and assist in root cause analysis.

Skills

ITIL knowledge

Incident management

Analytical thinking

Communication skills

Stakeholder management

Time management

Customer service orientation

Problem solving

Education

Bachelor's Degree in CS/IT/Engineering

Tools

ServiceNow

BMC Remedy

AWS

Splunk

Dynatrace

AppDynamics

Grafana

ELK Stack

PowerShell

Shell scripting

Python basics

Job description

HCL Technologies Limited is seeking a proactive L1/L2 Support Engineer to provide technical support, incident management, and operational assistance for critical applications and infrastructure. This role requires strong analytical skills, clear communication, and hands-on experience in application and infrastructure support environments.

Responsibilities include monitoring alerts, first-line incident handling, log analysis, and collaboration with global teams to resolve production issues,