L2 Digital Services Engineer

About the Role

This position involves managing and resolving escalated production issues within customer-facing applications, payment systems, APIs, and digital platforms to ensure optimal performance and uptime.

Key Responsibilities

• Address and resolve complex production incidents escalated from the support team.
• Troubleshoot issues related to applications, payment gateway failures, API errors, and system performance.
• Conduct detailed investigations to identify root causes of recurring incidents.
• Lead technical communications during critical service outages and coordinate resolution efforts with internal departments and external partners.
• Utilize monitoring tools such as Dynatrace to supervise application health.
• Design and maintain dashboards, alerts, and other reporting tools to enhance system monitoring.
• Collaborate with development, infrastructure, and vendor teams to solve complicated operational problems.
• Compile comprehensive Root Cause Analysis (RCA) documentation following major incidents.
• Create and maintain support documentation and operational runbooks.
• Mentor and guide junior support engineers to build team competency.
• Participate in on-call rotations to manage business-critical incidents outside regular hours.

Qualifications and Skills

• 6 to 9 years of experience in roles such as Production Support, Site Reliability Engineering (SRE), Application Support, or Platform Operations.
• Expertise in using Dynatrace for monitoring and troubleshooting application issues.
• Experience supporting web and mobile applications, APIs, and digital platforms.
• Familiarity with cloud environments, preferably Microsoft Azure.
• Hands-on experience integrating payment gateways like Stripe, Adyen, Worldpay, Fiserv, or Cybersource.
• Understanding of APIs, microservices architecture, and distributed system concepts.
• Knowledge of mobile app monitoring tools such as Firebase Crashlytics.
• Capability to analyze system logs and debug application problems.
• Basic programming skills in languages including Java, Python, C#, or Node.js.
• Strong communication skills and the ability to manage stakeholders effectively.

Certifications Required

• Azure certification: AZ-104 (Azure Administrator) or AZ-305 (Azure Solutions Architect).
• ITIL v4 Foundation certification.

Preferred Skills and Experience

• Certification in Dynatrace is advantageous.
• Background in Retail, E-commerce, FinTech, or Payment Platforms is beneficial.
• Experience with Azure DevOps or GitHub Actions is preferred.
• Knowledge of modern monitoring and observability methodologies is a plus.