Techsupport-L3-JAVA

Job description

Company Description **We're Nagarro.** We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work at scale across all devices and digital mediums, and our people exist everywhere in the world (18,000+ experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We're looking for great new colleagues. That's where you come in! Job Description REQUIREMENTS: - Total experience: 4.5**+ years**. - Strong experience in **Application Management and Production Support**. - Hands-on experience in **Incident Management, Troubleshooting, and Root Cause Analysis (RCA)**. - Experience in **application monitoring, log analysis, and issue resolution** for enterprise applications. - Strong understanding of **ITIL processes**, including Incident, Problem, and Change Management. - Experience handling **production support tickets**, service requests, and stakeholder communications. - Experience in **data extraction requests, query analysis, and production issue investigation**. - Hands-on experience creating and tracking **problem tickets** through closure with development teams. - Experience supporting **application deployments** across pre-production and production environments. - Knowledge of **release management** and participation in major, monthly, and BAU releases. - Ability to perform **application health checks and sanity testing** to ensure application availability. - Strong analytical, troubleshooting, communication, and stakeholder management skills. - Experience working in **24x7 production support environments** is preferred. RESPONSIBILITIES: - Provide end-to-end **production application support**, including ticket acknowledgement, troubleshooting, and issue resolution. - Perform **log analysis and Root Cause Analysis (RCA)** for production incidents and collaborate with development teams on permanent fixes. - Manage the complete **incident lifecycle**, ensuring timely resolution and effective stakeholder communication. - Support business users and production support teams by handling **complex data extraction requests, service requests, and application queries**. - Create, assign, and track **problem tickets** with development teams until successful closure. - Monitor application health and perform regular **sanity checks** to ensure optimal application uptime and availability. - Participate in **major, monthly, and BAU deployments** across pre-production and production environments. - Collaborate with cross-functional teams to minimize production downtime and improve operational efficiency. - Ensure adherence to operational processes, SLAs, and support best practices. - Contribute to continuous improvement initiatives by identifying recurring issues and recommending preventive actions.