L2 Engineer

Location: Bangalore

Experience Required: 3 – 5 Years

Employment Type: Full-Time | Shift-Based (24x7 Rotational)

About Zybisys

Zybisys is a technology company that helps banks, financial institutions, and FinTech businesses build and run secure, reliable, and high-performance technology platforms. We work closely with some of India's leading stock brokers to manage their cloud infrastructure, cybersecurity, platform operations, and observability. With deep expertise in the Capital Markets domain, we focus on simplifying complex technology, improving operational resilience, and helping our customers innovate with confidence.

Job Description

The L2 Engineer is the second-tier technical support layer within Zybisys's 24x7 managed cloud operations. This role owns the escalation queue from L1, performs deep-dive troubleshooting and root cause analysis, implements approved infrastructure changes, and manages the day-to-day configuration and administration of cloud and hybrid on-premises environments.

This is a hands-on technical role requiring strong Azure administration skills, solid networking and security platform knowledge, and the ability to independently resolve complex infrastructure incidents. The L2 Engineer is also a key contributor to operational improvement — configuring monitoring rules, writing runbooks, and driving automation of repeatable tasks.

Key Responsibilities

Incident Management & Escalation Handling

· Own all L1-escalated incidents — perform structured deep-dive troubleshooting, establish scope of impact, and drive resolution within SLA thresholds.

· Lead root cause analysis (RCA) for P1 and P2 incidents; produce clear, structured RCA reports with timeline, contributing factors, and corrective actions within agreed timelines.

· Coordinate war-room responses during major incidents — liaising across L1, specialist, DevOps, and vendor support teams to restore service as quickly as possible.

· Maintain accurate and timely ticket documentation throughout the incident lifecycle; ensure all escalations have clear handover notes and status updates.

· Identify recurring incident patterns and proactively recommend permanent fixes, monitoring improvements, or runbook additions to reduce repeat escalations.

Infrastructure Administration & Change Management

· Administer Azure resources across multi-region environments — VM provisioning and decommissioning, disk and snapshot management, VNet configuration, NSG rule management, and resource tagging.

· Manage Windows Server (2019/2022) and Linux (RHEL/Ubuntu) at an advanced level — OS hardening, service configuration, performance tuning, log analysis, and patch management.

· Implement and validate approved changes through the change management process; participate in change advisory board (CAB) reviews and post-implementation testing.

· Manage hybrid connectivity — ExpressRoute, Site-to-Site VPN, and Azure Arc-connected on-premises resources; troubleshoot connectivity degradation and failover scenarios.

· Administer identity and directory services: Azure AD, ADFS, hybrid identity, Conditional Access policies, and group policy management for enterprise user and device environments.

· Oversee storage operations: NetApp ONTAP volume management, snapshot scheduling, SnapMirror replication health, and Azure-native storage account administration.

Security Platform Operations

· Configure and manage Palo Alto NGFW firewall rules, security policies, NAT policies, and URL filtering profiles per approved change requests and client infosec policy directives.

· Administer Zscaler ZIA and ZPA — manage forwarding rules, user policies, SSL inspection profiles, and connector health for secure internet and private application access.

· Manage Trend Micro EDR policy groups, agent deployment, exclusion lists, and alert response actions; coordinate with the infosec team on policy tuning requirements.

· Operate CyberArk PAM — manage safes, account onboarding, access provisioning, and session recording in line with privileged access policies.

· Implement and document all security configuration changes with full change record traceability; ensure no security platform change is made without an approved change record.

Monitoring, Observability & Automation

· Configure and maintain Prometheus alerting rules, scrape targets, and recording rules; build and manage Grafana dashboards for infrastructure, application, and network observability.

· Develop and tune Azure Monitor alert rules and Log Analytics (KQL) queries for hybrid environments; reduce false positives and improve signal-to-noise ratio across all alert streams.

· Configure sFlow and NetFlow collectors and visualizations for network traffic baseline analysis, anomaly detection, and capacity reporting.

· Evaluate APM tool data (Dynatrace, AppDynamics, Azure Application Insights, or equivalent) and work with application teams to resolve performance degradation issues.

· Write and maintain operational runbooks, SOPs, and post-incident playbooks; contribute automation scripts (PowerShell, Python, Bash) to eliminate repetitive manual tasks.

Vendor & OEM Coordination

· Raise and manage support cases with Microsoft, Palo Alto, Zscaler, NetApp, Trend Micro, CyberArk, and other OEM vendors; drive cases to resolution with accurate reproduction data and clear escalation paths.

· Track open vendor cases, maintain status communication with internal stakeholders, and coordinate vendor-recommended fixes through the change management process.

· Participate in vendor maintenance windows, firmware upgrades, and product lifecycle activities for all managed platforms.

Documentation & Knowledge Contribution

· Produce high-quality RCA reports, change records, and technical documentation that can be consumed by L1 teams and operations leads.

· Maintain and continuously improve the operations knowledge base — document new solutions, update runbooks after every major incident, and identify knowledge gaps.

· Mentor and upskill L1 engineers through guided troubleshooting sessions, knowledge transfer, and structured feedback on escalated tickets.

Required Skills & Experience

Cloud & Hybrid Infrastructure

· 3 - 5 years of overall IT/infrastructure experience; minimum 3 years in cloud infrastructure or managed cloud operations roles.

· Strong hands-on Azure administration: VMs, VNets, NSGs, Route Tables, Application Gateways, Load Balancers, Azure Storage, and Azure AD across multi-region environments.

· Solid hybrid infrastructure experience — integrating on-premises datacenter environments with Azure via ExpressRoute, Site-to-Site VPN, and Azure Arc.

· Advanced Windows Server and Linux (RHEL/Ubuntu) administration — performance tuning, log analysis, service troubleshooting, and OS-level security hardening.

· NetApp ONTAP administration: volume and aggregate management, snapshot and replication operations, performance monitoring, and storage capacity planning.

· Enterprise identity management: Azure AD, ADFS, hybrid identity, Conditional Access, Privileged Identity Management, and Group Policy administration.

Networking

· Strong networking fundamentals: BGP, OSPF, VLANs, VXLAN, subnetting, DNS, DHCP, NTP, IPSec VPN, and SD-WAN concepts.

· Practical experience troubleshooting multi-layer network issues — spanning Azure VNets, on-premises routing, and WAN connectivity paths.

· Familiarity with hub-and-spoke and Virtual WAN topologies; experience managing network peering, UDRs, and traffic flow analysis.

Security Platform Operations

· Palo Alto NGFW — firewall policy management, NAT configuration, security profile tuning, and Panorama-managed rule deployments.

· Zscaler ZIA/ZPA — policy administration, forwarding rules, user-based access configuration, and health monitoring.

· Trend Micro Apex One / XDR — policy management, agent health, exclusion management, and alert triage.

· CyberArk PAM — safe and account administration, connector management, and access session governance.

· Ability to implement all security configurations per client infosec directives with full change documentation and audit traceability.

Monitoring, Observability & Automation

· Prometheus and Grafana — alerting rule configuration, dashboard creation, label management, and data source integration.

· Azure Monitor and Log Analytics — KQL query development, diagnostic settings, alert rule management, and workbook creation.

· sFlow / NetFlow monitoring — collector configuration, traffic baseline analysis, and anomaly identification.

· APM platform familiarity (Dynatrace, AppDynamics, New Relic, or Azure Application Insights) — interpreting traces, service maps, and performance baselines.

· Scripting for operational automation: PowerShell, Python, or Bash — capable of writing scripts to automate routine tasks and reduce MTTR.

ITSM & Service Delivery

· Strong ITSM process ownership: incident, problem, change, and service request management using platforms such as ServiceNow, Zoho Desk, or Freshservice.

· Experience producing structured RCA reports and presenting findings to operations leads and client stakeholders.

· Comfortable with 24x7 shift-based operations, on-call duties, and major incident coordination.

Certification (Preferred)