Key Responsibilities

• Provide L2 support and operations for the SingleView application environment: manage and resolve escalated incidents and service requests.
• Monitor application performance, system metrics, logs, alerts and proactively identify risks or issues.
• Perform root cause analysis (RCA) on recurring issues and drive corrective / preventive actions.
• Coordinate with cross-functional teams (QA, Product, Infrastructure) to ensure timely resolution of defects or production issues.
• Ensure service-level agreements (SLAs) and key performance indicators (KPIs) are met for uptime, response time, resolution time.
• Maintain/update standard operating procedures (SOPs), knowledge base articles, and run-books for incident handling.
• Participate in change management: evaluate impact of changes, validate post-change health and rollback if needed.
• Support on-call / shift rotations (if required) to provide 24×7 coverage...