L3 Production Support Engineer

We are seeking an experienced L3 Production Support Engineer with strong hands-on expertise in Java, Microservices, Dynatrace, Splunk, and SQL to support enterprise-level, business-critical applications.

The ideal candidate should have extensive experience in L3 application support, production troubleshooting, root cause analysis (RCA), incident management, and performance optimization within complex, distributed application environments.

This role requires strong technical debugging skills, the ability to analyze application logs, troubleshoot Java-based microservices, and resolve critical production issues while ensuring high application availability and stability.

Key Responsibilities

• Provide Level 3 (L3) production support for enterprise applications developed using Java and Microservices architecture.
• Troubleshoot and resolve complex production incidents, application failures, performance bottlenecks, and system outages.
• Perform advanced Java application debugging, including thread dumps, heap dumps, JVM analysis, and memory troubleshooting.
• Monitor application performance, service health, and infrastructure using Dynatrace and Splunk.
• Analyze application logs, distributed traces, exceptions, and error patterns to identify production issues.
• Perform complex SQL queries, database troubleshooting, query optimization, and performance analysis.
• Investigate and resolve issues related to REST APIs, microservices communication, service dependencies, and integrations.
• Conduct detailed Root Cause Analysis (RCA) and implement permanent fixes to prevent recurring production incidents.
• Support P1/P2 critical incidents, participate in bridge calls, and coordinate timely issue resolution.
• Collaborate with development, DevOps, database, and infrastructure teams to troubleshoot production issues.
• Identify opportunities for automation, proactive monitoring, and continuous production improvements.
• Support application deployments, release validation, post-deployment monitoring, and production stability.
• Maintain technical documentation, incident reports, troubleshooting guides, and knowledge base articles.
• Ensure adherence to SLA requirements, incident management processes, and operational best practices.

Required Technical Skills

1. Java

• Strong hands-on experience with Core Java and Java-based enterprise applications.
• Expertise in debugging application issues, exceptions, JVM performance, memory leaks, and thread-related problems.
• Experience troubleshooting Spring Boot applications.

2. Microservices

• Strong understanding of Microservices architecture and distributed systems.
• Experience troubleshooting REST APIs, service-to-service communication, latency, timeouts, and integration failures.
• Ability to analyze dependencies across multiple microservices.

3. Dynatrace

• Hands-on experience with application performance monitoring (APM).
• Expertise in analyzing service performance, distributed traces, response times, and application bottlenecks.
• Experience using Dynatrace dashboards, alerts, and diagnostic capabilities.

4. Splunk

• Strong experience with Splunk for application log monitoring and troubleshooting.
• Ability to write Splunk queries to investigate errors, exceptions, and production incidents.
• Experience with log correlation, dashboards, and alert analysis.

5. SQL & Database Troubleshooting

• Strong SQL query-writing and troubleshooting skills.
• Experience with complex joins, stored procedures, query optimization, and database performance analysis.
• Ability to investigate data discrepancies, slow-running queries, and database-related application failures.

6. Production Support & Incident Management

• Extensive experience in L3 production/application support.
• Strong expertise in incident management, problem management, RCA, and SLA adherence.
• Experience handling high-priority production incidents and coordinating with multiple technical teams.

Preferred Skills

• Experience with Linux/Unix commands and Shell Scripting.
• Familiarity with Kafka or other messaging systems.
• Exposure to Kubernetes, Docker, and cloud platforms such as AWS or Azure.
• Experience with CI/CD pipelines and production deployments.
• Familiarity with ITIL processes and ticketing tools such as ServiceNow or Jira.
• Experience supporting high-volume, mission-critical applications.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of IT experience, including significant hands-on L3 Production Support experience.
• Strong technical expertise in Java, Microservices, Dynatrace, Splunk, and SQL.
• Excellent analytical, troubleshooting, and problem-solving abilities.
• Strong communication skills and ability to work effectively with cross-functional teams.
• Ability to independently investigate and resolve complex production issues under tight SLAs.