Support Specialist

Job Title: L1/L2 Support Engineer (24/7 Application & Monitoring) Location: Bangalore, HybridAbout GSD, Rakuten Symphony: GSD is a leading provider of specialized IT managed services, committed to delivering exceptional 24/7 support and operational excellence for critical business applications. We partner with innovative clients like Rakuten Mobile to ensure their platforms achieve maximum uptime and optimal performance. Join our dynamic team and contribute to a fast-paced, high-impact environment.About the Role: As an L2 Support Engineer, you will be a critical escalation point for complex technical issues, providing in-depth troubleshooting and analysis for Rakuten Mobile's critical applications, including the eSIM service. You will bridge the gap between L1 and the client's L3/DevOps teams, driving incident resolution, contributing to problem management, and enhancing the overall stability of the supported platforms. This role requires a strong technical background, analytical prowess, and a commitment to continuous improvement.Key Responsibilities: Advanced Incident Resolution: • Serve as the primary escalation point for incidents unresolvable by L1, providing advanced troubleshooting and diagnosis.• Resolve incidents within agreed-upon SLAs and timelines, leveraging runbooks, MOPs, and deep technical knowledge.• Perform deep-dive troubleshooting for application, data, integration, and underlying infrastructure-related problems.• Analyze logs (application, system, AWS, Kubernetes, microservices) using tools like Loki, Sentry, and AWS CloudWatch to identify root causes.• Coordinate with other support or dependency groups (internal or Rakuten Mobile's L3/DevOps) when incidents have linkages.Problem Management & Stability: • Actively participate in problem management activities, including identifying recurring issues and contributing to Root Cause Analysis (RCA).• Proactively identify potential problems, analyze technical issues, and propose permanent fixes or solutions.• Contribute to stability analysis and continuous service improvement initiatives.• Design and run audit plans to ensure system health and compliance.• Work on improving performance issues and create logical diagrams to figure out RCAs. Operational Execution & Collaboration: • Execute complex operational tasks, including running playbooks, performing switchover/failover activities, and troubleshooting cluster failures (e.g., Kubernetes, DR related problems).• Collaborate closely with Rakuten Mobile's DevOps and Software Development teams, providing necessary information for pipeline support and understanding rollback strategies.• Stay updated on relevant changes from third-party providers (e.g., Telna's API changes, service updates, operational guidelines provided by Rakuten Mobile) for troubleshooting.• Conduct pre-checks and post-checks following service releases, patches, and hotfixes based on Rakuten Mobile-provided MOPs and playbooks.Required Qualifications:• Bachelor of Science (BSc) degree in Computer Science, Information Technology, or a related technical field from a nationally recognized/certified university.• 2-5+ years of experience in L1/L2 technical support, application support, or a similar role in a 24/7 environment.• Proven experience with advanced configuration and troubleshooting of complex IT systems.• Strong hands-on experience with AWS cloud infrastructure and monitoring (e.g., EC2, VPC, S3, CloudWatch, Lambda).• Experience with containerization technologies, especially Kubernetes, and microservices architectures.• Proficiency with monitoring tools such as Grafana, Prometheus, ELK Stack, Loki, and Sentry.• Solid understanding of networking concepts, Linux/Unix administration, and analyzing system logs.• Experience with database querying and basic operations• Proficiency in scripting (Shell/Bash, Python) for automation and troubleshooting.• Experience with ticketing systems (Jira, ServiceNow, Zendesk).• Excellent analytical, problem-solving, and critical-thinking skills.• Strong communication and interpersonal skills, with the ability to explain complex technical issues clearly.• Ability to work independently and as part of a team, managing multiple priorities in a dynamic environment.• Willingness to participate in on-call rotations for 24/7 support. Desired Skills & Experience:• Experience with CI/CD pipelines and understanding of DevOps methodologies.• ITIL Foundation certification.• AWS certifications (e.g., Solutions Architect Associate, SysOps Administrator Associate).• Ability to communicate in Japanese is a plus.RAKUTEN SHUGI PRINCIPLES:Our worldwide practices describe specific behaviours that make Rakuten unique and united across the world. We expect Rakuten employees to model these 5 Shugi Principles of Success.Always Improve, Always Advance. Only be satisfied with complete success - Kaizen.Be passionately professional. Take an uncompromising approach to your work and be determined to be the best.Hypothesize - Practice - Validate - Shikumika. Use the Rakuten Cycle to success in unknown territory.Maximize Customer Satisfaction. The greatest satisfaction for workers in a service industry is to see their customers smile.Speed!! Speed!! Speed!! Always be conscious of time. Take charge, set clear goals, and engage your team.

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