L1/L2 Production Support Engineer

L2 Production Support Engineer - Senior (Senior)

Seniority Level: Senior / L2 Production Support Engineer

Recommended Experience: 6 8+ Years in Enterprise Application Support, Systems Integration, and Major Incident Lead roles

Virtusa Confidential - Genericized Job Descriptions for External Posting

Virtusa IT Support Services | Client Operations Job Descriptions

Role Overview: Leads incident response during critical application outages, integration failures, and complex system defects. Owns application stability across multi-tier digital architectures including Adobe Commerce, CMS, financial planning, and LMS platforms.

Key Responsibilities:

• Major Incident Leadership (P1/P2): Lead emergency technical triage bridge calls during major outages across e-commerce, CMS, LMS, and CRM platforms.
• Integration & API Architecture Diagnostics: Analyze complex integration faults across REST APIs, ESB middleware, enterprise databases, and third-party web services.
• Engineering & Vendor Escalation: Collaborate with software engineering teams, review code hotfixes, validate deployments in non-prod/prod, and direct vendor escalation. Root Cause Analysis (RCA): Conduct post-incident RCAs, publish formal corrective action reports, and design automated alerts to prevent recurring failures.
• Technical Mentorship & Governance: Establish operational run books for mid-level application support engineers and enforce resolution SLAs.

Key Technical Stack & Tools: Dynamics 365, Adobe Commerce (Magento), Enterprise CMS (Sitecore), Solver, LMS Platforms, Azure Integration Services, ADO, SQL, Application Insights / Dynatrace.

Required Qualifications: Bachelor's or Master's degree in CS or Software Engineering. 6+ years in production application support for multi-tier enterprise systems. Expert SQL and API diagnostic skills.