RMD- Level3 Engineer
QuEST Global
Job Requirements
Investigating and resolving complex issues that L1 and L2 couldn't fix, often involving deep dives into logs, code, or system architecture.Bug Fixes & Code Changes:
Writing and deploying permanent fixes for software bugs, including raising change requests and implementing hotfixes or patches.Performance tuning – Need basis:
Analyzing system performance metrics and recommending or implementing design and infra improvements.Advanced Troubleshooting:
Handling escalated tickets that require specialized tools, debugging, or knowledge of internal systems.Collaboration with Other Teams:
Working closely with development (hypercare and others), database, infrastructure, and security teams to resolve cross-functional issues.
Reviewing logs, monitoring alerts, and performing health checks to prevent issues before they escalate. Propose and implement appropriate mechanisms, as deemed relevant.Knowledge Base Contributions:
Documenting solutions and best practices for L1 and L2 teams to reduce future escalations.Tooling & Automation:
Developing scripts or tools to automate repetitive tasks or improve diagnostic capabilities.Innovation & Evaluation:
Recommending new technologies or tools to enhance system reliability and support efficiency.
Acting as a mentor and escalation point, helping junior support staff grow their technical skills.
Taking charge during critical incidents or outages, coordinating resolution efforts across teams
Work Experience
L3 Support proposal:
Core Responsibilities of L3 Support
Root Cause Analysis (RCA):Investigating and resolving complex issues that L1 and L2 couldn't fix, often involving deep dives into logs, code, or system architecture.Bug Fixes & Code Changes:
Writing and deploying permanent fixes for software bugs, including raising change requests and implementing hotfixes or patches.Performance tuning – Need basis:
Analyzing system performance metrics and recommending or implementing design and infra improvements.Advanced Troubleshooting:
Handling escalated tickets that require specialized tools, debugging, or knowledge of internal systems.Collaboration with Other Teams:
Working closely with development (hypercare and others), database, infrastructure, and security teams to resolve cross-functional issues.
Proactive & Strategic Activities
System Monitoring & Maintenance:
Reviewing logs, monitoring alerts, and performing health checks to prevent issues before they escalate. Propose and implement appropriate mechanisms, as deemed relevant.Knowledge Base Contributions:
Documenting solutions and best practices for L1 and L2 teams to reduce future escalations.Tooling & Automation:
Developing scripts or tools to automate repetitive tasks or improve diagnostic capabilities.Innovation & Evaluation:
Recommending new technologies or tools to enhance system reliability and support efficiency.
Mentorship & Leadership
Guiding L1/L2 Teams:
Acting as a mentor and escalation point, helping junior support staff grow their technical skills.
Incident Management Leadership:
Taking charge during critical incidents or outages, coordinating resolution efforts across teams
Shift: 24 X 5 coverage
Regular team: 10:00 AM to 7:00 PM IST (1 person alignment) – Existing team
L3 Support (9 hrs shift): 6:00 PM to 3:00 AM IST
2:00 AM to 11:00 AM IST
Weekends and holidays: P1 on call support
Leave/unavailability: : P1 on call support
Work Experience
Good understanding of Camel, Spring boot, PL/SQL and Fuse
Hands-on expertise on troubleshooting and RTS work
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