Role & responsibilities

Get to know the Role:

A core part of you will be root-cause analysis, data fixes and validating reconciliation pipelines. They collaborate with L3/engineering on escalations, maintain runbooks and SOPs, and participate in an on-call for incidents. Achieve faster resolution times, fewer repeat escalations, and stronger self-service for the L1 team.

The Critical Task you will perform:

- Be an escalation point for issues that L1 support cannot resolve; assessment, prioritise, and bring incidents to closure within defined Service level agreements.
- Investigate application, database, and infrastructure issues using logs, dashboards, and monitoring tools (e.g., Kibana, Grafana, Datadog, and CloudWatch).
- Perform root-cause analysis (RCA) for recurring problems and document findings, data fixes, and preventive actions.
- Write and run SQL queries (MySQL) to investigate data discrepancies, reconcile records, and support operational checks.
- Handle production support tasks such as data fixes, reprocessing/replaying failed jobs, and validating reconciliation pipelines.
- Collaborate with L3/engineering teams to escalate defects, provide reproduction steps, and validate hot fixes.
- Create runbooks, SOPs, and knowledge-base articles to strengthen L1 self-service and reduce repeat escalations.




- Participate in an on-call and respond to medium-severity incidents.
- Update, and communicate incident/issue status to L1/Partners by ticketing tools (e.g., Jira) and comms channels.
- Identify automation and monitoring gaps; propose and implement improvements to reduce manual toil.

Preferred candidate profile The Essential Skills You Will Need
- 3- 9 years of experience in application/production support, technical operations, or a similar L2 support role.
- SQL skills with hands-on experience querying relational databases (MySQL).
- Experience with log analysis and observability tools (ELK/Kibana, Grafana, Datadog, CloudWatch, Splunk, or similar).
- Familiarity with APIs, microservices, and distributed systems troubleshooting (HTTP status codes, request tracing).
- Working knowledge of ticketing and incident-management processes (Jira).
- Problem-solving skills.
- Transparent partner updates and documentation.
- Experience supporting payments, banking, or FinTech platforms.
- Exposure to cloud platforms (AWS/GCP/Azure) and container orchestration (Docker, Kubernetes).
- Basic scripting/programming ability (Python, Bash) for building support automation.
- Understanding of CI/CD pipelines and version control (Git/GitLab).
- ITIL foundation or equivalent incident/problem-management knowledge.

📌 AssociateSupport Engineer (Bengaluru)
🏢 Grab Greco
📍 Bengaluru