Key Responsibilities
- Monitor production application and platform health
- Perform first-level incident triage and troubleshooting
- Investigate alerts, service interruptions, and transaction issues
- Execute established operational procedures and runbooks
- Validate system and transaction data during incident investigation
- Coordinate with L3 engineering and application teams for escalations
- Document findings, resolutions, and recurring issues
- Support operational readiness as the platform scales
Required Experience
- L1/L2 Application Support or Production Support
- Incident Management and Problem Management
- Root Cause Analysis
- Financial Services, Banking, Payments, Credit, FinTech, or Transaction Processing environments
- ITIL-based support organizations
- Experience supporting business-critical applications
Technical Environment
Resources should be comfortable supporting applications that leverage the following technologies:
AWS
- ECS / Fargate
- CloudWatch
- EventBridge
Expected activities:
- Navigate AWS Console
- Review logs and alerts
- Monitor application health
- Restart services when required
- Support scheduled jobs and event-driven processes
PostgreSQL
- Execute read-only diagnostic queries
- Validate transaction and application data
- Assist with incident investigations
Apache Kafka
- Monitor message flow and processing
- Identify delayed, failed, or stuck messages
Dynatrace
- Review dashboards and alerts
- Perform first-level alert analysis
- Escalate service-impacting issues appropriately
Preferred Qualifications
- Real-time transaction processing systems
- Credit or payment platforms
- AWS-hosted enterprise applications
- Multi-region application support
- Experience operating within 24x7 support organizations
- Strong communication and stakeholder management skills
