M03 - Helpdesk Support Engineer (Linux , AWS)

Responsibilities Application Support & Incident Management Provide Level 2 (L2) support for production and staging environments, handling escalations from L1 support teams. Investigate and resolve application errors, system alerts, performance issues, and integration failures. Restore services within agreed SLA and OLA targets and ensure proper incident closure. Participate in incident response, troubleshooting, and post-incident reviews. Troubleshooting & Root Cause Analysis Perform in-depth troubleshooting using logs, monitoring tools, and system metrics. Conduct root cause analysis (RCA) for recurring and high-impact incidents. Implement corrective and preventive measures to improve system stability and reduce incident recurrence. Collaboration & Operations Work closely with L3 engineers, DevOps teams, infrastructure teams, and vendors to resolve complex issues. Provide detailed technical findings and evidence during escalations. Monitor system health, dashboards, logs, and alerts p...