Key Responsibilities

Triage, diagnose, and resolve production issues within SLA targets using logs, monitoring/APM tools, and codebase knowledge

Perform root-cause analysis (RCA) on recurring or high-severity incidents and document findings for the team

Participate in on-call rotation for production incident response, including P1/P2 escalations

Communicate incident status, impact, and resolution clearly to technical and non-technical stakeholders

Maintain and improve runbooks, troubleshooting guides, and knowledge base articles

Partner with Software Engineers and Business Stakeholders to reproduce, isolate, and hand off defects requiring code changes, with clear reproduction steps and context

Use AI-assisted tools for log triage, anomaly detection, and ticket summarization to accelerate diagnosis and reduce time-to-resolution

Query and troubleshoot data issues across relational and NoSQL data stores as part of incident investigation

Participate in Agile Scrum ceremonies (stand-ups, refinement, planning, retrospectives) to align with development teams on recurring issues and fixes

Core Technical Skills (Software Engineering Foundation)





Knowledge and working experience with Java 17-21 / Spring Boot 3.x application

Understanding of object-oriented principles and design patterns

Experience with REST API

Knowledge of cloud services, predominantly AWS

Experience of working with microservices

SQL and experience with relational databases

Experience with version control systems (Git) and CI/CD processes

Support-Specific Skills

Experience with observability/monitoring tools (e.g., logging platforms, APM, dashboards)

Ticketing/incident management systems (e.g., Jira Service Management, ServiceNow)

Robust written and verbal communication — able to translate technical issues for non-technical audiences

Composure and clear thinking under time pressure during P1/P2 incidents

Customer empathy and de-escalation skills

Ability to read and navigate an unfamiliar codebase quickly to isolate a defect

Ability to work in fast-paced, dynamic environments

Experience Requirements

Bachelor's degree in Computer Science or equivalent qualification (preferred)

5+ years of experience in software development, support engineering, or a related technical role

📌 Senior Lead Software Engineer (Pune)
🏢 Virtusa
📍 Pune