TM - L1/L2 Production Support Professional

hace 7 días

Guadalajara Mexico City Monterrey Infosys A tiempo completo
Job Description
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.

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

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