M03 - Helpdesk Support Engineer

Responsibilities

Application Support & Incident Management

• Provide Level 2 (L2) support for Java-based applications in production and staging environments.
• Investigate and resolve application errors, system alerts, performance bottlenecks, and integration issues.
• Monitor application health, logs, dashboards, and cloud infrastructure to proactively identify issues.
• Participate in incident response, troubleshooting, service restoration, and post-incident reviews.

Java Application Support & Troubleshooting

• Troubleshoot Java applications using logs, stack traces, application metrics, and monitoring tools.
• Analyze application behavior and collaborate with development teams to resolve code-related issues.
• Support application deployments, configuration changes, and release activities.
• Perform root cause analysis for recurring application and platform issues.

Cloud & Platform Operations

• Support and troubleshoot AWS services including EC2, ECS, Lambda, S3, RDS, and CloudWatch.
• Support containerized applications running on Docker and Kubernetes.
• Work closely with DevOps teams to support CI/CD pipelines, releases, and operational activities.
• Monitor system performance, availability, and reliability across cloud and application environments.

Collaboration & Continuous Improvement

• Collaborate with developers, DevOps engineers, infrastructure teams, and vendors to resolve complex issues.
• Contribute to automation initiatives using Bash, Python, or scripting tools.
• Maintain operational documentation, SOPs, runbooks, and knowledge articles.

Requirements

• Diploma or Degree in Computer Science, Information Technology, Software Engineering, or a related discipline.
• 3–5+ years of experience in Application Support, Production Support, DevOps Support, or related roles.
• Hands-on experience supporting and troubleshooting Java-based applications in production environments.
• Working knowledge of Java development, with the ability to understand application code, debug issues, and work with development teams on fixes.
• Strong knowledge of Linux/Unix administration and troubleshooting.
• Experience with AWS services such as EC2, ECS, Lambda, S3, RDS, and CloudWatch.
• Experience with Docker and Kubernetes.
• Understanding of CI/CD pipelines and DevOps practices.
• Experience with monitoring tools such as CloudWatch, Grafana, ELK, or Prometheus.
• Knowledge of REST APIs, microservices architecture, and authentication mechanisms.
• Basic database knowledge in MySQL and PostgreSQL.
• Experience with Jira, PagerDuty, ServiceNow, or similar ticketing tools.
• Strong troubleshooting, analytical, and root cause analysis skills.