Summary

We are seeking dedicated professionals to join our team in supporting mission-critical 24x7 systems. We are looking for a Level 2 Support Engineer. This role involve incident and problem management, change and patch management, documentation, configuration management, testing, and knowledge management. Successful candidates will ensure system availability, perform root cause analysis, and maintain operational documentation.

For the Level 2 Engineer role:

Requirements:

• Provide Level 2 support operations for mission-critical systems and infrastructure.
• Troubleshoot and diagnose incidents escalated from Level 1 support.
• Ensure adherence to SLAs and system availability.
• Investigate and resolve application incidents, perform root cause analysis, and document resolutions.
• Monitor application logs and integration points such as REST APIs and message queues.
• Perform application health checks and liaise with Level 3 support for complex issues.
• Manage P1/P2 incidents within SLA, perform post-incident reviews, and recommend fixes.
• Conduct operational impact assessments and present changes to the Change Advisory Board.
• Perform patch management, including readiness, stakeholder coordination, and post-patch validation.
• Maintain operational and configuration documentation, including SOPs, incident response checklists, and knowledge base articles.
• Ensure environment consistency across DEV, IVVQ, ISO-PROD, UAT, and PROD.
• Conduct operational readiness testing and post-change verification.
• Document resolutions and contribute to the knowledge base.

Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related field.
• At least 5 years of experience in Level 2 support for mission-critical 24x7 production environments, preferably in the public sector.
• Strong knowledge of RHEL and Windows Server, networking fundamentals, middleware, and infrastructure (Nginx, Kubernetes, Docker, Spring Boot).
• Experience with message queues (IBM MQ, Kafka), programming languages (Java, C#, Golang), and databases (SQL Server, PostgreSQL).
• Familiarity with ITIL/ITSM processes, security awareness, and DR/HA concepts.
• Strong technical, communication, and collaboration skills.
• Ability to maintain composure under pressure, attention to detail, and a continuous learning mindset.
• Eligibility to obtain G50 security clearance