Senior L2 Production Support Engineer

We are looking for an experienced Senior L2 Production Support Engineer to join our team. The ideal candidate will have strong expertise in enterprise application support, major incident management, troubleshooting, and systems integration.

Job Summary: The role involves maintaining application stability, leading critical P1/P2 incident responses, troubleshooting complex production issues, and supporting enterprise platforms, including Adobe Commerce (Magento), Sitecore CMS, Dynamics 365, Solver, and LMS systems.

Key Responsibilities:
- Lead technical triage and incident bridge calls during critical P1/P2 production outages.
- Troubleshoot application and integration issues involving REST APIs, ESB middleware, enterprise databases, and third-party services.
- Provide production support for enterprise applications such as Dynamics 365, Adobe Commerce (Magento), Sitecore CMS, Solver, and LMS platforms.
- Collaborate with engineering teams to validate code hotfixes, deployments, and production defect resolutions.
- Coordinate vendor escalations and cross-functional teams to restore services within agreed SLAs.
- Conduct root cause analysis (RCA) and implement corrective and preventive actions.
- Enhance application monitoring, automated alerts, and incident prevention mechanisms.
- Maintain operational runbooks, support documentation, and incident management procedures.
- Mentor support engineers and ensure compliance with incident management processes and resolution SLAs.

Required Qualifications and Skills:
- Bachelor's or Master's degree in Computer Science, Software Engineering, or a related field.
- 7-10 years of experience in enterprise application support, production support, or systems integration.
- Strong experience in L2 production support and major incident management.
- Proven ability to lead P1/P2 incidents and coordinate technical troubleshooting.
- Expert-level SQL and API diagnostics skills.
- Hands-on experience with REST APIs, middleware, databases, and third-party integrations.
- Knowledge of Dynamics 365, Adobe Commerce (Magento), Sitecore CMS, Solver, and LMS platforms.
- Experience with Azure Integration Services and monitoring tools such as Application Insights or Dynatrace.
- Familiarity with Azure DevOps (ADO), code hotfix validation, deployment processes, and RCA.
- Excellent communication, problem-solving, technical leadership, and documentation skills.

Preferred Skills:
- Experience supporting multi-tier digital enterprise architectures.
- Knowledge of automated monitoring, alerting, and incident prevention.
- Experience developing operational runbooks and mentoring support engineers.
- Strong understanding of SLA management and production support governance.