Software Engineer - Spark/Scala
Societe Generale
Software Engineering
Bengaluru, Karnataka, India
Posted on Dec 9, 2025
Responsibilities
Key Responsibilities:
- Incident Management & Resolution
- Lead and coordinate the resolution of high-priority incidents (P1/P2) ensuring minimal business impact.
- Perform detailed Root Cause Analysis (RCA) and document findings for recurring issues.
- Ensure incidents are logged, tracked, and resolved within defined SLAs.
- ITIL & ITRM Process Adherence
- Apply ITIL best practices across Incident, Problem, and Change Management processes.
- Support IT Risk Management (ITRM) initiatives by identifying, assessing, and mitigating operational risks.
- Participate in audits and compliance reviews, ensuring alignment with governance standards.
- Level 2 (L2) Technical Support
- Provide advanced troubleshooting and resolution for escalated technical issues.
- Collaborate with L1 and L3 teams to ensure seamless support and knowledge transfer.
- Maintain technical documentation and SOPs for L2 support activities.
- Monitoring & Reporting
- Monitor system health, performance, and alerts using enterprise tools.
- Generate and analyze incident trend reports to identify areas for improvement.
- Present metrics and KPIs to stakeholders and suggest proactive measures.
- Stakeholder Communication
- Act as a point of contact for business users and technical teams during major incidents.
- Communicate incident status, impact, and resolution plans clearly and promptly.
- Facilitate post-incident reviews and service improvement plans.
- Continuous Improvement
- Identify opportunities to automate repetitive support tasks.
- Contribute to knowledge base articles and training materials.
- Mentor junior analysts and promote best practices across the support team.