Company Description Technology is our how And people are our why For over two decades we have been harnessing technology to drive meaningful change By combining world-class engineering industry expertise and a people-centric mindset we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses From prototype to real-world impact - be part of a global shift by doing work that matters Key responsibilities combined L2 L3 Incident management and restoration L2-led L3 support Own incidents requests assigned via ServiceNow Triage with structure impact scope priority user journey breakpoint Investigate using logs metrics traces and correlation identifiers Apply approved recovery actions safe reprocess retry where documented Identify ownership Mercury vs dependency and route correctly Provide clear updates impact actions evidence-based ETAs Escalate with a complete diagnostic pack timeline evidence repro what s ruled out Deep investigation RCA and permanent fix L3-led Perform engineering-level analysis across code config data environment dependencies Reproduce issues using lower environments where feasible Produce RCAs with prevention actions detection gaps fixes safeguards Drive permanent remediation code config data fixes and controlled hotfixes Improve resilience timeouts retries backoff idempotency DLQ handling circuit-breaker style protections Reduce operational toil through automation and better tooling Observability change and operational readiness L2 L3 Operate and improve monitoring and alert playbooks across CloudWatch Splunk New Relic Improve alert quality reduce noise tune thresholds add actionable signals Support releases changes risk review rollback validation readiness early-life monitoring post-release checks Support backup recovery understanding and restore verification DynamoDB Aurora via AWS managed backups Maintain runbooks known errors FAQs and create fast-diagnosis assets queries dashboards checklists Coordinate with Product Owners Tech Leads and dependent teams during incidents Qualifications Required technical skills must have Proven L2 L3 production support experience Robust troubleshooting using logs metrics traces Strong ServiceNow incident ownership and discipline AWS operational knowledge Lambda timeouts retries concurrency DynamoDB throttling latency capacity Aurora PostgreSQL connections slow queries failover awareness Strong API troubleshooting HTTP REST GraphQL basics JSON auth token patterns Clear communication under pressure to business and technical audiences Preferred nice to have Node js debugging and production engineering APM distributed tracing experience Event onsite constraints support device browser variability offline edge Reliability automation tooling experience Change governance and release engineering exposure Additional Information At Endava we re committed to creating an open inclusive and respectful environment where everyone feels safe valued and empowered to be their best We welcome applications from people of all backgrounds experiences and perspectives because we know that inclusive teams help us deliver smarter more cutting-edge solutions for our customers Hiring decisions are based on merit skills qualifications and potential If you need adjustments or support during the recruitment process please let us know

📌 Mercury/l3 Application Support Engineer (Bengaluru)
🏢 Endava
📍 Bengaluru