[IT Delivery Center] Senior L2 Support Engineer

We are looking for a proactive and customer-focused Principal Product Sustenance Engineer to drive product support, incident resolution, and continuous product improvements.
The ideal candidate should possess strong analytical and troubleshooting skills, collaborate effectively across multiple teams, and ensure timely resolution of production issues while maintaining high customer satisfaction.
Key Responsibilities
Lead investigation and resolution of complex production issues and customer-reported incidents.
Handle user access management and data management (importation, update, migration etc.) requests.
Lead troubleshooting and coordinate with Dev, Infra, and Network teams.
Working knowledge of ESB (Enterprise Service Bus) or Message Queuing (MSMQ) is an added advantage
Experience with an observability platform like Grafana for troubleshooting, monitoring and alerting is a must.
Analyse application logs, SQL data, and system behaviour to identify root causes.
Experience in writing SQL queries for troubleshooting, data validation, and issue analysis.
Coordinate with Development, QA, Product Management, Infrastructure, and Customer Support teams to drive issue resolution.
Track, follow up, and ensure timely closure of action items across cross-functional teams.
Perform root cause analysis (RCA) and recommend preventive and corrective actions.
Drive continuous improvement initiatives to reduce incident volume and improve product stability.