Job Title: L2 Production Support Specialist – Middleware & Application Support
Key Skills Required
Technical Skills
Strong knowledge of:
- SQL (advanced queries, joins, indexing concepts)
- Oracle Database
- Unix/Linux (shell scripting, commands, log analysis)
- Monitoring tools such as ITRS (Gateway) or equivalent monitoring solutions
- ServiceNow or other ITSM tools
- Batch processing and scheduling tools (Autosys/Control-M preferred)
Middleware & Integration Technologies
- Hands-on experience supporting Microservices-based applications
- Experience with WebLogic Console administration and troubleshooting
- Knowledge of TIBCO EMS queues, message flows, and queue management
- Experience monitoring and supporting Kafka topics, consumers, and producers
- Understanding of middleware architecture, application integration, and message-based systems
Production Support Responsibilities
- Provide L2 support for production applications, ensuring minimal downtime
- Troubleshoot and resolve incidents, service requests, and production issues within defined SLAs
- Perform root cause analysis (RCA) and implement preventive measures
- Work on incident prioritization, escalation, and resolution via ServiceNow
- Monitor system health using ITRS (Gateway) or equivalent tools
- Respond to alerts, analyze logs, and take appropriate corrective actions
- Execute and troubleshoot issues using Unix/Linux commands and shell scripts
- Write and execute complex SQL queries to investigate and resolve data-related issues
- Support database-related activities, including basic performance tuning
- Handle user queries and requests efficiently with high customer satisfaction
- Communicate updates on incidents and tickets to stakeholders
- Maintain accurate documentation for issues, resolutions, and processes
- Participate in change management and release activities
