About the job
Join the Nagarro Team!
Nagarro is a leading Digital Product Engineering company on an exciting growth trajectory! We create innovative products, services, and experiences that captivate and engage users. Our work transcends devices and digital mediums, with a diverse team of over 18,000 experts across 38 countries, all committed to excellence. Our dynamic, non-hierarchical culture thrives on collaboration and creativity, and we are eager to welcome talented new colleagues like you!
Key Qualifications:
• Over 5 years of experience in Level 2 application support within enterprise settings.
• Proven expertise in incident management, root cause analysis (RCA), and effective coordination with Level 3 support teams.
• Proficient in troubleshooting Java applications (Spring/REST APIs), Angular frameworks, Oracle databases, and MongoDB.
• Skilled at analyzing logs to identify issues and deliver prompt solutions.
• Familiar with middleware technologies such as JSP, JSF, along with basic Salesforce support.
• Experience with Mainframe environments (integration-level monitoring) is advantageous.
• Solid understanding of ITIL processes, particularly Incident, Problem, and Change Management.
• Familiarity with job scheduling tools and log monitoring systems.
• ITIL Foundation certification is a plus.
• Excellent communication and collaboration skills to effectively interact with Level 1 teams, developers, and vendors.
Key Responsibilities:
• Deliver Level 2 support for critical applications encompassing both modern and legacy technologies.
• Conduct thorough issue analysis, replicate bugs, and collaborate with Level 3 or vendor teams to ensure permanent fixes.
• Oversee application jobs, alerts, and system health, initiating corrective actions as necessary.
• Assist with configuration changes, releases, and validation activities across various environments.
• Escalate unresolved issues to Level 3 with comprehensive technical analysis and documentation.
• Create and maintain runbooks, knowledge base articles, and support documentation.
• Participate in a 24/7 support rotation for production environments as needed.
• Aid in deployment verification and environment setup coordination.
• Ensure timely resolution and adherence to SLAs for support tickets.
• Encourage knowledge sharing within the support team and conduct knowledge transfer sessions as required.

