Location in Mexico City, Hybrid work in client office.
English communication
Role Purpose
The L2 Application Support Engineer – API Integration is responsible for providing Level 2 operational support for API-based integrations supporting AEBC technology platforms. The role ensures continuous availability, performance monitoring, incident resolution, and operational stability across all API services while coordinating with L3 engineering teams and vendors to restore service and implement permanent fixes.
The role acts as the primary L2 operational interface between Production Assurance (PAT), application development teams, infrastructure teams, and third-party vendors for all API-related production incidents.
Key Responsibilities
API Operations & Production Support
• Monitor API availability, latency, throughput, and transaction success rates across production environments.
• Perform L2 diagnosis and resolution of API-related incidents and service degradations.
• Validate API health using monitoring tools and operational dashboards.
• Coordinate restoration activities with L3 engineering teams during production incidents.
• Maintain operational support documentation for all supported APIs.
API Monitoring & Observability
• Monitor REST and SOAP services using enterprise monitoring platforms.
• Validate API authentication and authorization failures.
• Monitor API gateway performance and routing issues.
• Investigate timeout, connectivity, and payload validation failures.
• Ensure monitoring alerts are tuned and mapped to operational severity levels.
Incident & Problem Management
• Perform incident triage and impact assessment for API failures.
• Participate in incident bridges and provide technical diagnostics.
• Coordinate root cause analysis with vendors and development teams.
• Maintain Known Error Database (KEDB) entries for recurring API issues.
• Track corrective and preventive actions to closure.
Release & Operational Readiness
• Support production
📌 Application Support Engineer (Ciudad de México)
🏢 Infosys
📍 Ciudad de México
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