Job Description

Job Title
Fifth Third- RTP Operations Support Engineer (L1 & L2)
Experience - 3 to 5 yrs - Senior Software Engineer
Location - Bangalore, Karnataka, India
Mandatory Skills
Rest Api Services, ServiceNow, , Splunk, SiteScope, Aws Aurora, SQL, RTP

Note: 5 days work from the office and white room requirement.
Provides L1/L2 support for RTP Rail operations, ensuring continuous monitoring, timely incident response, and effective escalation. Executes routine operational checklists, performs initial and advanced triage, applies predefined troubleshooting steps, investigates failures, and drives documentation and knowledge sharing. Supports operational stability through proactive monitoring, shift handovers, and continuous improvement initiatives.
Roles & Responsibilities
Execute hourly/daily/weekly operations checklists.
Monitor SiteScope, Splunk alerts, and ServiceNow incidents for real-time issue detection.
Validate alerts against playbooks and known issues; acknowledge P1/P2 alerts within defined SLAs (5/15 mins).
Perform initial triage of incidents; apply predefined troubleshooting steps and escalate to L2/L3 or onshore/offshore leads when required.
Investigate transaction failures, API errors, and system anomalies using logs and SQL queries.
Log, update, and resolve incidents in ServiceNow, ensuring accurate documentation in Confluence/playbooks.
Ensure smooth shift handovers with detailed knowledge transfer for onshore/offshore coverage.
Support continuous improvement efforts, updating playbooks and contributing to root cause analysis.
Key Skills:
Monitoring tools: Splunk, SiteScope
ITSM & documentation: ServiceNow, Confluence
Troubleshooting: REST API debugging, SQL (Aurora/AWS RDS preferred), transaction log analysis
Strong incident management skills: alert validation, triage, escalation, SLA adherence
Ability to execute runbooks/playbooks and contribute to their enhancement

Skills Required