L2 Application Support Engineer

Job Description :

Key Responsibilities :

Application Support :

• Provide Level-2 support for enterprise applications.
• Monitor application health and ensure maximum system uptime.
• Investigate, troubleshoot, and resolve production issues within defined SLAs.
• Perform root cause analysis (RCA) and recommend preventive measures.
• Escalate critical issues to appropriate teams when required.

Incident & Problem Management :

• Handle incident, problem, and service request management activities.
• Coordinate with cross-functional teams during major incidents.
• Maintain incident documentation and knowledge base articles.
• Ensure timely communication with stakeholders regarding issue resolution.

Monitoring & Performance :

• Monitor application performance using monitoring tools.
• Analyze logs and system metrics to identify performance bottlenecks.
• Support application performance tuning and optimization.
• Ensure proactive monitoring and alert management.

Deployment & Release Support :

• Support application deployments and production releases.
• Coordinate with development, QA, and DevOps teams.
• Validate deployments and ensure application stability post-release.

Database & Integration Support :

• Execute SQL queries for troubleshooting and data validation.
• Support REST/API integrations between enterprise applications.
• Assist in resolving interface and integration-related issues.

Documentation & Continuous Improvement :

• Maintain operational documentation and support procedures.
• Participate in process improvement and automation initiatives.
• Contribute to operational excellence by identifying recurring issues and recommending permanent fixes.

Required Skills :

Application Support :

• L2 Application Support
• Incident Management
• Problem Management
• Production Support

Technical Skills :

• SQL
• REST APIs
• Windows/Linux Basics
• Application Monitoring Tools
• Log Analysis

Cloud & DevOps (Preferred) :

• Microsoft Azure / AWS (Basic Knowledge)
• CI/CD Concepts
• DevOps Processes

Soft Skills :

• Strong analytical and troubleshooting skills.
• Excellent communication and stakeholder management.
• Ability to work in a fast-paced production support environment.
• Strong ownership and problem-solving mindset.

Preferred Skills :

• ITIL Foundation Certification.
• Experience with enterprise SaaS applications.
• Knowledge of Azure Monitor, Application Insights, or similar monitoring tools.
• Experience supporting cloud-native applications.

Education :

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.