We're looking for a hands-on L2 Support Engineer who will support the stability and availability

of trading and risk systems by investigating and resolving production issues escalated from L1.

The role focuses on incident triage, analysis, and resolution using established tools and

runbooks, while partnering closely with L3 and engineering teams for complex or systemic

issues. L2 support plays a critical role in reducing incident impact and maintaining high service

quality.

Responsibilities

Handle L2 production support escalations: investigate incidents, perform impact

analysis, apply known fixes or workarounds, and escalate to L3/engineering when

required.

Perform in-depth triage and troubleshooting using logs, metrics, dashboards, and

diagnostic tools to restore service quickly.

Execute and maintain runbooks, operational procedures, and standard remediation

steps; suggest updates based on incident learnings.

Collaborate with L3 support and engineering teams during major incidents, providing

analysis, data, and validation support.

Proactively identify recurring issues and contribute to problem management by raising

defects, tracking root causes, and validating fixes.

Support incident communication by providing timely updates to stakeholders in clear,

non-technical language when required.

Contribute to support readiness by validating alerts, sanity-checking monitoring

dashboards, and flagging gaps or noise.

Participate in on-call and weekend support rotations as per team schedule, following

established escalation and handover processes.

Minimum Qualifications

Bachelor's degree (or equivalent experience) with 2+ years of experience in production

support, application support, or site reliability roles.

Working knowledge of Java or a similar language, with the ability to read code, analyze

stack traces, and perform basic debugging.

Comfortable working in Linux environments, including log analysis and basic bash

commands/scripts.

Solid understanding of incident management and ticketing workflows, including

prioritization, SLA awareness, and escalation protocols.

Strong analytical and problem-solving skills with attention to detail and a structured

troubleshooting approach.

Clear and professional communicator, able to collaborate e􀆯ectively with L1, L3,

engineering, and business stakeholders.

Demonstrated ownership mindset: drive incidents to resolution within defined scope

and timelines.

Preferred Qualifications

Experience supporting financial, trading, or risk systems in a production environment.

SQL proficiency for basic data validation, reconciliation, and incident investigation.

Familiarity with monitoring and alerting tools (e.g., Grafana, Kibana, Prometheus,

AppDynamics, or similar).

Exposure to microservices-based systems and distributed architectures.

Basic understanding of Fixed Income or Capital Markets workflows (Rates, Credit, FX,

Commodities).

Experience working in Agile/DevOps environments, including CI/CD awareness and

release support.

Work Model and Schedule

Hybrid work model, collaborating closely with L1, L3, engineering, and trading support

teams.

On-call and weekend rotation as per team schedule; advanced notice will be provided,

with compensatory time-o􀆯 per company policy.