L2 Support Engineer

This L2 Support Engineer role involves identifying, troubleshooting, and resolving complex production issues, leading major incident calls, and overseeing application maintenance and deployments. Key responsibilities include batch job and application access administration, building CI/CD pipelines, and managing cloud infrastructure. The role also focuses on process optimization, automation, capacity planning, and collaborating with various teams to ensure seamless issue resolution and continuous improvement of production SLO/SLA's/KPI's.

Must Have

• Identify, troubleshoot, and resolve complex production issues.
• Lead Major Incident calls and drive root cause analysis using ITIL Change, Incident and Problem management processes.
• Oversee maintenance schedules, deployments, and performance tuning for applications.
• Batch Job and Application Access Administration.
• Build and manage CI/CD pipelines to deploy cloud native applications and services.
• Administer and manage the overall cloud infrastructure and services.
• Lead initiatives for process optimization and implement automation tools and frameworks.
• Engage in long-term capacity planning and recommend design enhancements.
• Collaborate with Business, Risk, Governance, software developers, system administrators, and other IT teams.
• Participate in Disaster Recovery / Loss of Region events.
• Support audit requests.
• Plan and implement certificate creation/renewals.
• Works with team members to brainstorm on ways to improve processes, deployments, and tools.
• Creates and maintains documentation for the process and tools used by the team.
• Understanding of ITIL & ITSM framework.
• Proficient scripting skills UNIX Shell, PERL, Python, PowerShell, and SQL.
• Good knowledge in SQL to run queries and data extracts from databases.
• Experience in Azure Cloud platform.
• Experience in GITHUB and overall GITOPS Principles for version control.
• Experience with Roll Based Access Control (RBAC).

Good to Have

• Experience in Agile Framework.

##### Project description

Our client is a global technology change and delivery organization comprising nearly 500 individuals located in Switzerland, Poland, Singapore and India. Providing global records and document processing, archiving, and retrieval solutions to all business divisions focusing on supporting Legal, Regulatory, and Operational functions.

##### Responsibilities

• Identify, troubleshoot, and resolve complex production issues, ensuring effective communication of technical solutions to stakeholders.
• Resolve critical production issues by leading Major Incident calls, engaging proper teams, and driving root cause analysis using ITIL Change, Incident and Problem management processes.
• Oversee maintenance schedules, deployments, and performance tuning for applications to ensure optimal functionality.
• Batch Job and Application Access Administration (scheduling, execution, monitoring, and reporting)
• Build and manage CI/CD pipelines to deploy cloud native applications and services
• Administer and manage the overall cloud infrastructure and services
• Lead initiatives for process optimization and implement automation tools and frameworks to streamline routine improvements in incident management, maintenance tasks, service delivery, and system performance.
• Engage in long-term capacity planning to meet current and future requirements; recommend and execute design enhancements to improve reliability, security, and operational processes
• Collaborate with Business, Risk, Governance, software developers, system administrators, and other IT teams to ensure seamless issue resolution and continuous improvement by measuring, tracking, and improving production SLO/SLA's/KPI's
• Participate in Disaster Recovery / Loss of Region events (planned and unplanned) performing tasks and collecting evidence.
• Support audit requests in a timely fashion providing needed documentation and evidence.
• Plan and implement certificate creation/renewals as needed.
• Works with team members to brainstorm on ways to improve processes, deployments, and tools. Works with the team to develop best practices
• Creates and maintains documentation for the process and tools used by the team

##### Skills

Must have

• Understanding of ITIL & ITSM framework
• Proficient scripting skills UNIX Shell, PERL, Python, PowerShell, and SQL.
• Good knowledge in SQL
• to run queries and data extracts from databases.
• Experience in Azure Cloud platform.
• Experience in GITHUB and overall GITOPS Principles for version control
• Experience with Roll Based Access Control (RBAC)

Nice to have

• Experience in Agile Framework

##### Other

Languages

English: C2 Proficient

Seniority

Senior