L2 Support Engineer

hace 2 semanas


Ciudad de México NTD Software A tiempo completo

The L2 Production Support Engineer will be responsible for supporting and maintaining applications in a production environment. The role focuses on code navigation, troubleshooting, and root cause analysis (RCA). The successful candidate will have a strong technical background in UNIX, SQL, Shell Scripting, and Java, as well as excellent communication skills to work effectively with App Dev teams and senior stakeholders.

Responsibilities
  • Provide Level 2 support for production applications, addressing incidents and resolving issues in a timely manner.
  • Communicate effectively with application development teams and stakeholders to articulate the technical and functional aspects of production issues and solutions.
  • Follow ITIL processes, specifically in Service Management, Knowledge Management, and Incident Management.
  • Read and debug Java code to identify errors and understand code structure.
  • Use SQL (Pl/SQL) to analyze data, write queries, and investigate issues.
  • Utilize UNIX and Shell Scripting to monitor and troubleshoot processes.
  • Conduct code navigation and code validation to find error sources and determine why the code is having issues.
  • Perform root cause analysis (RCA) and provide recommendations for process and technical improvements.
  • Document incidents, resolutions, and best practices to contribute to the Knowledge Management process.
  • +4 years of proven experience as an L2 support application engineer in a production environment.
  • Proficiency in reading and debugging Java code, with an understanding of strings, collections, exceptions, and code validation.
  • Strong SQL (Pl/SQL) skills for data analysis and troubleshooting.
  • Solid understanding of UNIX and Shell Scripting for monitoring and process management.
  • Excellent communication skills, with the ability to explain complex technical issues to non-technical stakeholders.
  • Skilled in debugging and troubleshooting, with the ability to perform root cause analysis.
  • ITIL process experience, including Service Management, Knowledge Management, and Incident Management.
  • Experience in developing or supporting applications, with a focus on functional and fluent programming, streams, optionals, and reactive programming (RX).
  • No CoderPad experience is required.
  • Familiarity with additional programming languages or scripting tools.
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