l2 production support

Roles and Responsibilities :

• Provide Level 2 (L2) support for IT infrastructure issues, troubleshooting and resolving technical problems related to hardware, software, network connectivity, etc.
• Collaborate with other teams to resolve complex issues that require escalation from L1 support engineers.
• Develop and maintain documentation of knowledge base articles on common issues and resolutions.
• Perform routine maintenance tasks such as patching, backups, and system updates.

Job Requirements :

• Role Overview: Drives operational efficiency across Service Desk, CloudOps, Application Support, and Virtual Event workflows. Designs and builds automated ticket routing scripts, monitoring triggers, self-service user provisioning, and API integrations.

  Key Responsibilities:

  Service Desk Workflow Automation: Develop automated Jira workflows, smart ticket routing rules, automated customer notifications, and account reset scripts.

  Batch Job & System Health Automation: Build automated monitoring scripts and alerting webhooks for batch job failures, database sync errors, and service health checks. Cloud & Endpoint Scripting: Automate M365/Azure AD user provisioning/deprovisioning tasks, Jamf policy triggers, and cloud backup verifications using PowerShell/Python. API & Integration Engineering: Create custom REST API integrations and webhooks connecting Jira, Azure DevOps, Teams, Zoom, and enterprise databases.

  Process Optimization: Identify repetitive manual tasks across L1/L2 engineering teams and re-engineer them into automated, self-healing, or self-service solutions.

  Key Technical Stack & Tools: PowerShell, Python, Bash, REST APIs, JSON/XML, Jira Automation Workflows, Azure Automation / Functions, Power Automate, Git.

  Required Qualifications: Bachelor's degree in computer science, Software Engineering, or IT. 4+ years in IT automation or DevOps engineering. Advanced mastery of PowerShell, Python, and enterprise REST APIs.