Senior Support Engineer - IT Operations

Job Summary

Skill Matrix

Required / Yes / No

Rating (1-5), Less rating is 1

• Unix/Linux
• File handling, Log monitoring, Server monitoring, Script analysis, etc.,

Yes

4

SQL - Oracle for Query writing/execution

Yes

4

Autosys / Control-M - Job Monitoring

Yes

3

• Service Now
• Incident/Change Management

Yes

4

• Monitoring tools
• Splunk/ITRS Geneos/Grafana

Yes

3

Production support knwoledge

Yes

4

Key Responsibilities

• L2 Application Support with strong Unix administration skills including file handling, log monitoring, CPU/memory checks, and system health monitoring.

• Hands‑on experience in Oracle SQL, including complex query writing and execution.

• Expertise in batch operations and monitoring using Autosys / Control‑M.

• Proficient in Service Now for Incident, Change, and Problem Management.

• Experience with monitoring tools such as ITRS, Grafana, and similar platforms.

• Strong application support knowledge with ability to troubleshoot, analyze issues, and ensure system stability in a production environment.

Skill Requirements

1. Strong Understanding Of Product Support Processes And Methodologies At L1, L2, And L3 Levels.
2. Familiarity With Ticketing Systems And Support Tools.
3. Basic Knowledge Of It Operations And Infrastructure.
4. Excellent Communication And Interpersonal Skills For Effective Customer Interaction And Team Collaboration.

Other Requirements

1. Itil Foundation Certification Is Recommended But Not Mandatory.
2. Optional Certifications In Relevant Product Support Technologies Are Valuable For This Role.