L2 Production Support Genesis

Own and drive the end-to-end resolution of L2/L3 production incidents, ensuring strict adherence to corporate Service Level Agreements (SLAs) and Service Level Objectives (SLOs).

Lead technical triage during Major Incidents (MIM) and high-severity outages. Coordinate effectively with cross-functional global teams (Infrastructure, Database, Networks, Development, and Business Operations) to restore services rapidly.

Act as the primary technical escalation point during incidents, translating complex technical issues into clear, concise, and business-friendly updates for senior leadership and stakeholders.

Ensure accurate and timely logging, categorization, and tracking of incidents within ServiceNow.

Lead proactive Problem Management initiatives by analyzing incident trends, identifying systemic patterns, and pinpointing recurring failure points.

Conduct deep-dive technical investigations—including log analysis, database queries, and infrastructure health checks—to perform comprehensive Root Cause Analysis (RCA).

Author high-quality Post-Incident Reviews (PIRs) and RCA documents, detailing the timeline, root cause, impact, and preventative actions.

Collaborate closely with Development and Engineering teams to prioritize, track, and implement permanent bug fixes, structural workarounds, and long-term remediations.

Troubleshoot database-related application issues by writing and executing complex SQL queries (including multi-table joins, subqueries, and aggregations) on databases such as Oracle, MS SQL Server, or Sybase.

Analyze database performance, identify slow-running queries, and collaborate with DBAs to resolve locks, blocks, and indexing issues affecting production.

Actively monitor application health and infrastructure performance using ITRS Geneos (Active Console).

Configure, customize, and maintain ITRS Geneos samplers, rules, alerts, and Netprobes to ensure comprehensive coverage of critical system components.

Working experience supporting Big Data ecosystems and Enterprise Application/Analytics Platforms (EAP). Hands-on familiarity with Hadoop, HDFS, Hive, Spark, YARN, and Kafka. Ability to troubleshoot distributed job failures and monitor cluster health.

Strong hands-on experience with Autosys (or similar enterprise job schedulers). Proficient in monitoring batch cycles, troubleshooting job failures, managing dependencies, performing run-time overrides, and writing/modifying JIL (Job Information Language) configurations.

Advanced hands-on experience navigating Unix/Linux file systems, managing processes, analyzing system performance (CPU, memory, disk I/O), and writing/debugging Shell scripts (Bash/Ksh).

Proficient in writing complex SQL queries to extract, analyze, and troubleshoot data issues across relational databases (Oracle, Sybase, or MS SQL Server). Understanding of database locks, indexing, and basic performance tuning.

Hands-on experience using ITRS Geneos for real-time monitoring. Ability to navigate the Active Console, interpret alerts, and configure basic samplers, rules, and alerts.

Proven experience in automating manual support tasks and optimizing operational processes. Strong ability to identify automation opportunities and implement scripting solutions to reduce operational toil.

Strong expertise in ITIL processes, specifically Incident and Problem Management. Proven track record of leading major incident triage, managing SLAs, conducting Root Cause Analysis (RCA), and managing the ticket lifecycle in ServiceNow.

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