Lead Environment Support Engineer (L2)
We are seeking a highly skilled Lead Environment Support Engineer (L2) to manage complex incident investigations, ensure effective communication with stakeholders and enhance processes while delivering technical support and expertise across various platforms and technologies.
Responsibilities
- Coordinate investigation activities, meetings and calls with clients and support teams
- Serve as the main contact for reported incidents until resolved
- Foster effective communication with clients and stakeholders throughout the incident process
- Share periodic updates on incident progress with all involved parties
- Engage stakeholders to secure assistance from relevant teams or experts in resolving incidents
- Prepare Root Cause Analysis (RCA) reports as per contractual SLAs
- Conduct post-incident reviews involving clients and stakeholders
- Ensure documentation remains current, including reports, contact directories and diagrams
- Identify and implement process and knowledge base enhancements to improve efficiency
- Generate metrics reports periodically to summarize major incidents
- Establish procedures and policies for technical support team operations
Requirements
- 5+ years of professional experience in incident response, technical troubleshooting and environment support
- Proficiency in troubleshooting and problem-solving within Windows and Linux environments; familiarity with server platforms, scripting, monitoring and application support tasks
- Knowledge of networking concepts like routing, load balancing, protocols (HTTP, TLS/SSL) and architectural topology (e.g., web, app, database servers)
- Background in databases such as Oracle, MySQL, PostgreSQL or MS SQL; experience in troubleshooting and tuning issues such as indexes, procedures or transactions
- Skills in using observability and monitoring tools like Grafana and Dynatrace
- Understanding of managing applications in cloud environments; knowledge of GCP is highly preferable
- ITIL certification
- Competency in analytical problem-solving, working under pressure and monitoring/reporting KPIs
- Customer-focused communication skills and ease of collaboration with clients at all levels
Nice to have
- Familiarity with CI/CD pipelines and tools like Jenkins
- Understanding of database operations and tasks associated with Linux administration
- Capability to leverage GCP Operations for improved cloud management
