TM - L1/L2 Production Support Professional

Descripción del puesto:

JD for L1/L2 Team

**Role Overview
Responsible for proactive monitoring, triage, and support of production and non-production environments for the DND/Notification Management domain. The role ensures application health, timely issue resolution, and smooth coordination with Ops and neighboring teams.

**Key Responsibilities

* Monitoring & Alert Management
* Regularly monitor Splunk and Grafana dashboards for anomalies.
* Respond to alerts from Splunk, Grafana, and ServiceNow.
* Maintain logs of known issues and documented action steps.
* Incident & Ticket Handling
* Triage production and NPE issues as per defined process.
* Create, update, and route tickets in ServiceNow/Jira.
* Communicate status on Teams and maintain Confluence documentation.
* Environment & Application Support
* Perform app restarts, verifications, and RMQ queue cleanups.
* Support HA-DR activities, monthly releases, UAT, and NPI.
* Participate in on-call support for patching, releases, and QA testing bridges.
* Collaboration
* Maintain contacts and escalation paths for neighboring teams.
* Coordinate and follow up on cross-team tickets/issues.

**Required Skills

* Strong understanding of L1/L2 support processes.
* Experience in production issue triage (preferred).
* Familiarity with **incident management tools: ServiceNow, Jira, Confluence.
* Hands-on experience with monitoring and observability tools:
* Splunk (alerts, dashboards)
* Grafana
* OpenTelemetry/AppDynamics
* Basic knowledge of Kubernetes and application lifecycle tasks.

**Nice to Have Skills

* Proactive mindset with strong attention to detail.
* Excellent communication and coordination skills.
* Ability to work in a fast-paced, cross-functional environment.
* Prior experience in on-call support and release management.
* Prior Experience in L1 L2 Support is required