L1/L2 Production Support Professional
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).
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* 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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Life Insurance
- HSA
- Short-Term Disability
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- On-site/Nearby Childcare
Work Flexibility
Office Life and Perks
- Commuter Benefits Program
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Sabbatical
Financial and Retirement
- 401(K)
- Relocation Assistance
Professional Development
- Learning and Development Stipend
Diversity and Inclusion
- Employee Resource Groups (ERG)