L2 Ops Engineer

Job Summary

We are hiring an L2 Support Engineer with production support experience. This role requires hands-on troubleshooting in live environments, deep understanding of distributed systems, and the ability to resolve critical incidents under pressure.

Mandatory Skills (Strictly Required)

• Application Support (L2): Minimum 35+ years in production support roles
• REST APIs & Microservices: Minimum 1+ year real-time troubleshooting experience
• Monitoring & Logging Tools: Hands-on experience with at least one:
• Splunk
• Kibana
• Datadog
• AWS CloudWatch
• AWS Cloud: Practical experience in:
• Log analysis (CloudWatch)
• Basic service understanding (EC2, Lambda, S3, etc.)
• Incident Management: Proven experience in:
• RCA (Root Cause Analysis)
• Production issue resolution within SLA
• Handling P1/P2 incidents

Key Responsibilities

• Provide L2 support for payment systems in production (24/7 environment)
• Perform real-time issue analysis across APIs and microservices
• Troubleshoot payment failures, transaction issues, and reconciliation mismatches
• Monitor system health and proactively respond to alerts
• Conduct deep log analysis using monitoring tools
• Own incidents end-to-end, including triage fix RCA
• Collaborate with Dev and DevOps teams for permanent fixes
• Ensure minimal downtime and high system availability