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NTT DATA Logo NTT DATA · IT - Administration

L2 Support Engineer

India, Noida Employment contract · Job Posted May 29, 2026
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Job Description

We are currently seeking a L2 Support Engineer to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). L2 Application Support Engineer – Digital Platforms. We are seeking a proactive and operationally mature L2 Support Engineer to support a global hospitality customer’s digital platforms and guest-facing web experiences. This role is responsible for monitoring, incident triage, escalation coordination, operational support, and stakeholder communication across critical customer journeys such as property search and booking.

Job Responsibility

  • Monitor production systems, alerts, dashboards, and customer-impacting signals to identify operational issues proactively
  • Perform incident triage, impact assessment, prioritization, and escalation coordination for production issues
  • Coordinate escalations across support, engineering, infrastructure, and customer stakeholders to ensure timely issue resolution
  • Manage support queues and ensure timely ownership, updates, escalation, and resolution tracking
  • Support incident, problem, and service management processes in alignment with operational SLAs and support standards
  • Support major incident management activities including impact assessment, stakeholder coordination, recovery tracking, and post-incident follow-through
  • Participate in root cause analysis (RCA) discussions and contribute toward long-term operational improvements and recurring issue reduction
  • Collaborate closely with the Customer Offshore Manager to maintain operational alignment, communication transparency, and effective support coordination
  • Participate in major incident calls, escalations, operational reviews, and stakeholder communication during high-impact production issues
  • Ensure timely, accurate, and audience-appropriate communication during incidents, operational updates, and service reviews
  • Maintain clear and structured shift handoffs to ensure continuity of support operations across global teams
  • Develop strong understanding of customer journeys, functional workflows, and business-critical digital transactions across guest-facing platforms
  • Analyze functional and technical dependencies across integrated systems, APIs, and downstream services
  • Assess operational and business impact of production incidents affecting customer experience and platform availability
  • Identify monitoring, alerting, and operational visibility gaps across critical digital workflows
  • Maintain operational reporting discipline through accurate ticket categorization, incident documentation, and support metrics tracking
  • Contribute to knowledge management practices including SOPs, troubleshooting guides, KB articles, and operational runbooks
  • Identify opportunities for automation, operational optimization, and support process improvements to improve efficiency and scalability

Requirements

  • 4–8 years of experience in application production support, digital operations, or enterprise service delivery environments
  • Experience supporting customer-facing web/mobile applications in transactional or digital commerce ecosystems
  • Strong understanding of incident management, problem management, production support processes, and ITSM operating models
  • Experience working within offshore delivery models supporting global enterprise customers
  • Familiarity with observability platforms, application log analysis, and operational reporting practices
  • Experience coordinating across engineering, product, infrastructure, and service management teams during production incidents
  • Experience supporting hospitality, booking, eCommerce, or other customer-facing transactional platforms is highly preferred
  • Excellent verbal and written communication skills with the ability to engage effectively across technical and business stakeholders
  • Demonstrates ability to make sound operational decisions independently and adapt quickly in dynamic support environments
  • Demonstrates strong operational responsiveness and accountability during support hours, including participation in rotational on-call support
  • Candidates should be comfortable understanding application flows, logs, integrations, APIs, and production support troubleshooting practices
  • This role requires participation in rotational shifts and on-call support aligned with global production support requirements and U.S. business overlap

Nice to have

  • Web/mobile digital commerce applications
  • API-based distributed systems and integrations
  • Observability and monitoring platforms (Datadog, Dynatrace, Splunk)
  • ITSM tools such as ServiceNow
  • Agile/DevOps delivery environments
  • Cloud-native production supports models
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