Expert Support Engineer

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About this opportunity:
This opportunity involves a Senior L2 technical lead role with ownership of production system stability, performance, and availability. The role includes leading incident analysis, driving root cause investigations, coordinating with L1, L3, vendors, and cross-functional IT/network teams, and ensuring timely resolution with mitigation strategies. Responsibilities include deep technical analysis, design and code reviews, configuration validation, production deployments, and CR governance aligned with ITIL processes. The role supports TIBCO middleware and web platforms, drives automation initiatives, and ensures SLA compliance through operational excellence and continuous improvement.
What you will do:
Monitor production system & ensure its performance and stability.
Action on issues reported by L1/L2/monitoring teams. Coordinate with L3/vendor team for restoration of any faults.
Resolve Trouble Tickets - Resolve day to day customer issues.
Coordinate with IT/network teams to resolve any operational or functional issues.
Be responsible for answering adhoc requests from various teams.
Analyze the Logs and try resolving the issues, escalate issues well in advance and suggest alternative approaches.
Deploy CRs on production environments and ensure smooth system performance.
Follow ITIL processes and exhibit expertise in Incident, Problem and change management.
Ensure SLA compliance for application and trouble tickets.
Participate in solving support issues/change requests in the support phase.
Follow configuration and release management processes.
Carry out deployments inline with the MOPs / SOPs.
Ensure system uptime and optimal performance by monitoring and carrying out BAU Activities like housekeeping, health-check and alert monitoring.
Manage EMS server for TIBCO environment.
Manage Hawk instances for creating new alerts / optimizing existing alerts to make the system more robust and intuitive.
Carry out Shell scripting & Automation for mundane repetitive jobs.
The skills you bring:
Deep expertise in TIBCO BWCE, BW 6.x, and Mashery, with strong hands-on capability in process development, code-level debugging, performance tuning, scaling, and production-grade integration support in complex environments.
Proven experience in API and integration architecture, including API lifecycle management, security policies, throttling, containerized deployments (BWCE), and applying integration patterns for reliability, scalability, and governance.
Strong messaging and streaming foundation, with excellent command over TIBCO EMS (HA/DR, failover, optimization, admin utilities) and good working knowledge of Apache Kafka, Node.js, and asynchronous, high-throughput system design.
Solid Oracle DB and SQL skills for operational support, including log analysis (CLE tables), custom query creation, understanding DB dependencies, impact analysis, and application recovery during database incidents.
Sound Java and protocol-level understanding, enabling effective troubleshooting of JVM-based frameworks and seamless handling of JMS, REST, SOAP, and HTTP integrations in production.
ITIL-aligned operational excellence, with structured handling of incidents, problems, and changes, strong RCA mindset, improved MTTR, and consistent SLA adherence in L2 support engagements.
Operational observability and automation exposure, including CLE logging, Splunk/ELK dashboards, monitoring, CI/CD-based deployments using Jenkins, and continuous improvement through DevOps practices.
Excellent communication and stakeholder coordination, enabling clear incident updates, cross-team collaboration, risk articulation, and confident engagement with engineering, operations, and management teams.
Why join Ericsson?
At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) ||
Req ID: 779828