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 workplace 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 FAQ

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