This role is critical in maintaining the stability of production systems, ensuring quick incident recovery, and preventing future disruptions through continuous improvement.
Incident Triage and Resolution:
- Prioritize and triage incoming incidents based on severity and impact.
- Escalate critical incidents to the appropriate teams or subject matter experts.
- Monitor, investigate, and troubleshoot production issues in Java J2EE applications.
- Leverage strong Oracle development skills and foundational Java knowledge to efficiently triage and resolve L2 production support incidents
- Analyze and execute necessary data patches while delivering clear, documented resolutions for customers
- Perform in-depth technical investigations to isolate software defects and escalate code-fix requirements to the engineering team with structured evidence
- Frontend client interactions, joining customer calls independently or alongside technical leads to address and resolve complex technical questions.
- As part of L2 Production support Triage Team responsible for analyzing all the production support cases and concluding the triaging part with the clear action plan.
- Conducting in-depth analysis of reported cases and escalating validated code-fix requirements to the engineering team with comprehensive documentation and evidence
- Resolving customer query and how-to cases with transparent, thorough insights and supporting documentation to ensure absolute clarity
Issue Tracking and Reporting:
- To support and maintain the existing Oracle code base and debug the application
- Database scripting and data verifications
- Maintain accurate incident logs in ticketing systems (e.g., JIRA, ServiceNow).
- Ensure timely updates and communication regarding issue status to stakeholders.
- Track and report on incident resolution progress and follow-up actions.
Collaboration with Cross-Functional Teams:
- Work closely with Development, Operations, and QA teams to resolv