Key Skills: Api, AWS, Java, Production Support, Dynatrace, ServiceNow, Splunk, IVR
Roles and Responsibilities:
Provide L2 production support for contact center applications, triaging incidents and defects impacting internal and external customers.
Monitor and review incidents using observability and synthetic monitoring tools (e.g., Splunk and Dynatrace) and drive timely resolution.
Use ServiceNow and related workflows to assign, escalate, track, and close defects and incidents through completion.
Coordinate production bridge calls during critical failures, including impact assessment and stakeholder updates.
Support operational readiness activities, including change management coordination and weekend validation support.
Skills Required:
3-5 years of relevant experience in application production support,



technical support, monitoring, or contact center technology support.
ServiceNow for incident/defect management and ITSM workflows.
API troubleshooting and support for production services.
Observability tooling experience with Splunk and Dynatrace.
Production support experience with AWS and Java-based applications.
Valuable to Have:
IVR (Interactive Voice Response) and contact center call routing exposure.
Education: Bachelor's degree in Computer Application, Computer Engineering, Computer Science, or Computer Science Engineering (or equivalent experience).

📌 Technical Support Senior Analyst_102307 (Hyderabad)
🏢 MyCareernet
📍 Hyderabad