Lead Engineer – L2 Support & Infrastructure Operations

Responsibilities: Operational Support Lead and coordinate level 2 support operations for mission-critical applications and infrastructure Provide troubleshooting and diagnostics for incidents escalated from level 1 Ensure adherence to SLA, system availability Application Support Lead and resolve application incidents escalated from Level 1; perform root cause analysis and workarounds where possible Lead and monitor application logs, integration points such as REST API, message queues, file-based transfer Lead and liaise with Level 3 to resolve complex application issues and escalate bugs or enhancement requests Lead and support / maintain job schedulers, interface configurations and integration points Lead and document known issues, resolution procedure, rollback in the knowledge base Incident & Problem Management Act as incident manager for P1/P2 issues Coordinate resolution and communications Perform root cause analysis and recommend permanent fixes Escalate unresolved issues that required software coding to Level 3 or engineering teams Change Management Perform operational impact assessment Part of the CAB to review and approve change Pre-Change Preparation such as review Change Request and Release Plan Supervise post-change production verification Documentation update and knowledge transfer Post change review and feedback Patch Management Perform patch management readiness Stakeholder coordination and team coordination System Readiness and Post-Patch Validation Documentation update and knowledge transfer Compliance and audit readiness Documentation and Compliance Operational documentation. SOPs, Incident response checklist, RCA, PIR, monitoring and alert guidebook Configuration & Infrastructure Documentation. System configuration baseline, application dependency maps, environment inventories such as hosts, services, accounts Knowledge Base Articles for level 2 enablement and faster resolution e.g. Known Errors and Fixes, Frequent How-To Guides, Script Repositories, Lessons Learned Knowledge Management Configuration Management Perform validation and accuracy of configurations Maintain readiness of operational documentation Perform audit to confirm compliance of configurations CMDB asset verification Change-linked configuration tracking Ensure environment consistency between DEV – IVVQ – ISO-PROD – UAT and PROD Testing and Verification Ensure operational readiness testing before production deployment rollout Ensure post-change verification coordination Perform regression and sanity test following patching or upgrades, in UAT and PROD Participation in user acceptance testing Knowledge Management Documentation of resolution Knowledge Base Contribution Validation of knowledge Subject Matter Expertise Sharing Root Cause Analysis Gather logs, system metrics at the time of failure Reproduction of issues in a controlled environment to understand the conditions under which it occurs Determine the scope and severity in terms of the systems affected, downtime duration and business impact Narrow down the possible sources of causing the failure Use of diagnostic tools such to analyse the application behaviour Correlation of events to sequence the chain of events leading up to the failure and identify the dependencies Leadership Supervision and provision of guidance to Level 2 engineers for change requests and service requests Lead and manage day-to-day operations of the Level 2 support Track and report the Level 2 key performance indicators such as resolution rate, mean time to resolve and system availability Process and quality improvement. Document down known issues, troubleshooting steps and standard operating procedures. Propose improvements to incident handling Identify tools and systems to streamline Level 2 support operations Requirements: Education and Experience Bachelor Degree in Information Technology, Computer Science, Engineering, or a closely related discipline At least 5 years in Level 2 support for mission critical 24x7 production support, preferably in public sector At least 2 years in a team lead or supervisory role, coordinating tasks and mentoring junior engineers Proven experience in handling P1/P2 incidents, managing post-incident reviews (PIRs) and root cause analysis Preferably certification in Red Hat Enterprise Linux or Kubernetes Knowledge/Skills Operating Systems. RHEL (90%) and Windows Server (10%) Networking Fundamentals Middleware & Infrastructure (Web Server – Nginx, App Servers – Kubernetes with containers (Docker + Spring Boot) Message Queues (IBM MQ, Kafka) Java, C#, MQTT, Golang Database (SQL Server, PostgreSQL) ITIL/ITSM Process Knowledge Security Awareness DR and HA concepts Technical Skills Leadership & Coordination Communication & Collaboration Operational Governance

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