L2 Production Support Specialist – Middleware & Application Support

Job Title: L2 Production Support Specialist – Middleware & Application Support

Key Skills Required

Technical Skills

Strong knowledge of:

• SQL (advanced queries, joins, indexing concepts)
• Oracle Database
• Unix/Linux (shell scripting, commands, log analysis)
• Monitoring tools such as ITRS (Gateway) or equivalent monitoring solutions
• ServiceNow or other ITSM tools
• Batch processing and scheduling tools (Autosys/Control-M preferred)

Middleware & Integration Technologies

• Hands-on experience supporting Microservices-based applications
• Experience with WebLogic Console administration and troubleshooting
• Knowledge of TIBCO EMS queues, message flows, and queue management
• Experience monitoring and supporting Kafka topics, consumers, and producers
• Understanding of middleware architecture, application integration, and message-based systems

Production Support Responsibilities

• Provide L2 support for production applications, ensuring minimal downtime
• Troubleshoot and resolve incidents, service requests, and production issues within defined SLAs
• Perform root cause analysis (RCA) and implement preventive measures
• Work on incident prioritization, escalation, and resolution via ServiceNow
• Monitor system health using ITRS (Gateway) or equivalent tools
• Respond to alerts, analyze logs, and take appropriate corrective actions
• Execute and troubleshoot issues using Unix/Linux commands and shell scripts
• Write and execute complex SQL queries to investigate and resolve data-related issues
• Support database-related activities, including basic performance tuning
• Handle user queries and requests efficiently with high customer satisfaction
• Communicate updates on incidents and tickets to stakeholders
• Maintain accurate documentation for issues, resolutions, and processes
• Participate in change management and release activities