Application Support Engineer
hace 5 días
JOB DESCRIPTION
Insight Global is looking for a L2 Sustain Operations Support Engineer to join a client in Mexico City. As a Sustain Operations Engineer, you act as a vital link between frontline support (L1) and advanced technical teams (L3), ensuring the reliability and performance of systems built on Spring Boot, Java, Microservices, Linux, Oracle, and SQL. Your day involves monitoring system health, conducting routine checks, and proactively addressing issues. You investigate and resolve complex incidents escalated from L1, perform root cause analysis, and ensure resolution within SLA guidelines. You also identify recurring problems and collaborate with development teams to implement lasting fixes and solutions for optimization. Supporting change management, you assist in testing and deploying patches, validating functionality, checking logs, and managing rollbacks when needed. Documentation and reporting are key, you maintain SOPs, update knowledge bases, and track system performance trends. You work closely with business users and technical teams, aligning on priorities and ensuring compliance with ITIL and ITSM processes. Strong communication and a proactive mindset are essential as you navigate challenges and drive continuous improvement across the stack.
REQUIRED SKILLS AND EXPERIENCE
- 5+ years of experience providing L2 operations/application production support - Experience supporting apps with the following tech stack: Spring boot, Microservices, Java - Experience supporting Linux and Oracle and MySQL databases - Experience with application monitoring with AppDynamics - Experience with ITIL framework and change/problem management - Experience with Service Now - Strong ability to communicate and collaborate with end users, regional and global IT teams, manage vendor relations, and document support activities effectively
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