NexionPro Services
Website:
nexionpro.com
Job details:
Job Description: Application Support Engineer - L3
Position: Application Support Engineer - L3
Location: Bangalore
Employment Type: Full-Time
Support Model: Shift-Based Coverage with On-Call Rotation
About the Role
We are seeking an experienced Application Support Engineer - L3 to join our production support and reliability engineering team. The ideal candidate will have strong expertise in application support, database troubleshooting, cloud technologies, automation, observability, and SRE principles. This role requires ownership of critical incidents, root cause analysis, platform reliability, and continuous improvement initiatives within a fast-paced payments and fintech environment.
The successful candidate will act as a subject matter expert, ensuring high availability, performance, and operational resilience across business-critical applications and services.
Key Responsibilities
Production Support & Incident Management
- Own end-to-end incident resolution across all priority levels, ensuring swift restoration of services.
- Lead Root Cause Analysis (RCA), problem management activities, and preventative action planning.
- Perform advanced troubleshooting across:
- MySQL
- PostgreSQL
- SQL Server
- Application logs
- Messaging queues
- Integration interfaces
- Develop and maintain SQL and PowerShell scripts to automate operational tasks.
- Conduct application diagnostics and code-level log analysis within .NET-based applications.
- Execute and validate patching activities, backup procedures, disaster recovery operations, and restoration testing.
- Mentor and guide L2 support engineers, driving operational excellence and knowledge sharing.
- Maintain runbooks, Known Error Database (KEDB), support documentation, and knowledge articles.
- Own and support one or more functional domains, including:
- Reporting
- Clearing & Settlement
- Chargeback Processing
- Host Interfaces
- Message Processing
- Patching Operations
- Represent the support function during change reviews, release governance, and post-incident reviews.
Reliability Engineering & SRE Responsibilities
- Define and maintain Service Level Indicators (SLIs) and Service Level Objectives (SLOs).
- Monitor and manage error budgets, escalating reliability risks proactively.
- Build automation solutions to eliminate operational toil, including:
- Auto-remediation workflows
- Diagnostic tooling
- Scripted runbooks
- Own observability standards for assigned services:
- Monitoring dashboards
- Structured logging
- Distributed tracing
- Alerting and golden signal monitoring
- Lead blameless post-incident reviews and drive continuous improvement.
- Track and improve operational metrics including:
- MTTR (Mean Time to Resolution)
- Incident recurrence rate
- Service availability
- Conduct capacity planning and performance monitoring, including:
- Database growth analysis
- Queue depth monitoring
- Throughput and scalability assessments
- Plan and execute resilience testing activities:
- DR Failover Drills
- Backup Restore Validation
- Game Day Exercises
- Enforce production readiness standards for new releases, ensuring:
- Monitoring coverage
- Operational runbooks
- Rollback procedures
- Change validation
- Leverage Infrastructure as Code (IaC) and CI/CD practices for repeatable and auditable operational changes.
Required Technical Skills
Database Technologies
- Strong hands-on expertise in:
- MySQL
- PostgreSQL
- Working knowledge of:
- Microsoft SQL Server
Scripting & Development
- Advanced SQL scripting capabilities.
- Strong PowerShell scripting experience.
- Mid-level .NET expertise focused on:
- Log analysis
- Code investigation
- Production diagnostics
Cloud & DevOps
- Hands-on experience with AWS services:
- ECS
- EKS
- RDS
- CloudWatch
- Experience with:
- Grafana / Grafana Cloud
- Coralogix
- PagerDuty
- Jira Service Management
Observability & Monitoring
- Strong understanding of:
- OpenTelemetry
- Distributed Tracing
- Metrics Instrumentation
- Log Analytics
- Ability to instrument applications and interpret traces beyond dashboard creation.
Infrastructure & Automation
- Experience with:
- Terraform
- CloudFormation
- CI/CD Pipelines
- Ability to automate operational remediation and infrastructure management.
Domain Expertise
- Strong background in Payments and FinTech platforms.
- Experience in card issuing and payment processing systems.
- Knowledge of at least one of the following:
- ISO 8583
- ISO 20022
- Clearing & Settlement
- Chargebacks & Disputes
Compliance & Process Knowledge
- Working knowledge of:
- PCI DSS
- FCA Operational Resilience Framework
- Experience with ITIL-aligned processes:
- Incident Management
- Problem Management
- Change Management
- Hands-on application of Site Reliability Engineering (SRE) principles including:
- SLI/SLO Management
- Error Budget Tracking
- Toil Reduction
- Blameless Postmortems
Required Experience
- 6-10 years of experience in Application Support, Production Support, SRE, or Platform Operations.
- Experience supporting business-critical applications in a 24x7 production environment.
- Proven experience handling high-priority incidents and complex troubleshooting scenarios.
- Strong stakeholder communication and incident management skills.
Good to Have
- Kubernetes operations at scale.
- Chaos Engineering practices.
- AI-assisted troubleshooting and operational intelligence tools.
- Confluence administration and documentation.
- Prior experience in Banking, Payments, or FinTech organizations.
Click on Apply to know more.
