Application Support Engineer

RTP Operations Support Engineer (Offshore TechOps Engineer- 4 positions)

Role Summary :

Provides L2 support for RTP Rail operations, executing monitoring checklists, triaging incidents, and escalating critical issues. Supports continuous improvement and documentation efforts.

Key Responsibilities :

Execute hourly / daily / weekly operations checklists.

Monitor SiteScope and Splunk alerts and ServiceNow incidents.

Perform initial triage and escalate to onshore / offshore leads or L3 support.

Investigate transaction failures and API errors using logs and SQL queries.

Log incidents and resolutions in ServiceNow and Confluence.

Ensure smooth shift handovers with detailed documentation.

Key Skills :

Splunk, SiteScope, AWS (Aurora), SQL

REST API debugging, ServiceNow, Confluence

RTP Weekend L1 Support Engineer (Offshore)

Role Summary :

Provides weekend L1 coverage for RTP Rail, focusing on real-time monitoring, basic troubleshooting, and incident logging. Ensures timely escalation and documentation.

Key Responsibilities :

Monitor SiteScope and Splunk alerts and ServiceNow incidents.

Validate alerts against known issues and playbooks.

Acknowledge P1 / P2 alerts within SLA (5 / 15 mins).

Apply predefined troubleshooting steps and update tickets.

Escalate to L2 on-call support as needed.

Document incidents and handoffs for onshore / offshore teams.

Key Skills :

Basic Splunk and SiteScope monitoring

ServiceNow ticket management

Playbook execution and alert validation