L2 Support Engineer

3 days ago

Noida, India NTT Full time

JOB DESCRIPTION Req ID:     We are currently seeking a L2 Support Engineer to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Job Title: L2 Support Engineer Type: Full-timeShift: Rotational / 24x7 support (may include weekend or US overlap shifts) Role Summary We are looking for an experienced L2 Support Engineer to provide operational support for a global hospitality client’s website and related digital systems. The role involves monitoring, troubleshooting, and resolving application issues to ensure the website’s smooth performance and a great user experience. You will work closely with other support, development, and monitoring teams to maintain system stability and minimize downtime. Key Responsibilities Monitor customer-facing web applications and related services using tools like Dynatrace, Splunk, Datadog . Analyze application logs and transactions to identify and troubleshoot issues. Record, track, and update incidents in ServiceNow or other ticketing tools. Classify issues by severity and ensure timely communication and escalation to L3 or development teams as needed. Perform diagnostics and implement temporary fixes or workarounds when required. Take complete ownership of incidents until resolution and closure. Collaborate with cross-functional teams for problem-solving and root cause analysis. Maintain clear communication with stakeholders on issue status and resolution progress. Participate in proactive monitoring and continuous improvement activities. Create and update documentation and knowledge base articles on recurring issues and solutions. Required Skills Experience with Incident Management and Problem Management processes (ITIL familiarity preferred). Strong knowledge of monitoring tools (Dynatrace, Splunk, Datadog). Hands-on experience with ServiceNow or similar ticketing tools. Working knowledge of JIRA , Confluence , and MS Office . Ability to read and analyze logs and transactions effectively. Good understanding of web technologies and exposure to Java, JavaScript, Unix, SQL, or GraphQL (advantageous). Strong communication, analytical, and problem-solving skills. Team player with good collaboration and stakeholder management abilities. Willingness to work in rotational and weekend shifts, including on-call support. Preferred Experience 3–5 years of experience in L2 website or application support. Exposure to travel, hospitality, or e-commerce platforms is a plus. Experience working in onsite-offshore support models . About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

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