L2 Support Engineer

1 day ago

Noida, Uttar Pradesh, India NTT DATA Full time ₹ 40,000 - ₹ 60,000 per year

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. 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. 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.

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