L3 Software Support Consultant

Who We Are?

ITC Infotech is a leading global technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. The company provides technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

What we are looking for

We’re looking for a hands-on L3 Support Engineer who will act as the escalation point for critical production issues across trading and risk systems. The role focuses on deep incident diagnosis, partnering with engineering for fixes and reliability improvements, and building the tooling, runbooks, and documentation that enable L1/L2 teams to resolve issues faster.

Key Responsibilities

• Own L3 escalations end-to-end: triage, root cause analysis, remediation, and post-incident follow-up with engineering and stakeholders.
• Partner with product and engineering to improve reliability, operability, and supportability of applications, including logging, metrics, and alert quality.
• Develop scripts, runbooks, diagnostics, and quality-of-life tools that streamline investigations and reduce meantime to resolution.
• Create and maintain clear documentation for L1/L2 teams; deliver enablement sessions as needed.
• Contribute to incident reviews and problem management, driving permanent fixes and automation for recurring issues.
• Participate in a limited weekend/on-call rotation (approximately 4–6 weekends per year) with compensating time-off per policy.

Required Skills & experience

• Bachelor’s degree (or equivalent experience) and 3+ years in software engineering or production support.
• Proficient in Java or a similar language; strong debugging skills and ability to write scripts for diagnostics and updates. Familiarity with Linux and bash.
• Clear, empathetic communicator capable of translating complex technical issues for diverse audiences.
• Demonstrated bias for action: resolve incidents while building long-term fixes and automations.
• Strong problem-solving: identify edge cases, add validations, and anticipate failure modes.
• Experience with SDLC and support tooling: GitLab, incident management, JIRA, and standard ticket triage/prioritization.

Preferred qualifications:

• Experience supporting trading systems or desks at a large investment bank.
• SQL proficiency for rapid data validation and incident triage.
• Experience with object-oriented programming and microservices-based Java/SOA environments.
• Monitoring/alerting setup and tuning (e.g., Prometheus, Grafana, Kibana, PagerDuty).
• Knowledge of Fixed Income products (Rates, Credit, FX, Commodities) and related market workflows.
• Familiarity with DevOps/CI/CD practices and agile delivery.

Our X-Factor

• Work ethic: You are a consummate professional.
• Aptitude: You have an innate capacity to transition from project to project without skipping a beat.
• Communication: You have excellent written and verbal communication skills for coordination across projects and teams.
• Impact: You are a critical thinker with an emphasis on creativity and innovation.
• Passion: You have the drive to succeed paired with a continuous hunger to learn.
• Leadership: You are trusted, empathetic, accountable, and empower others around you.