Antony Jayaraj
Application Support Engineer L2
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About
Application Support Engineer L2 with 6years of experience in incident management, application troubleshooting, SQL-based analysis, and production support. Skilled in monitoring alerts, resolving user-facing issues, coordinating with L1/L3 teams, and ensuring timely closure of critical incidents. Strong communication, problem-solving, and documentation skills with a focus on service stability and SLA adherence.
Experience
Application Support Engineer L2 - Virtusa Consulting Services Pvt Ltd - Chennai
(2020-08 - 2024-10)
- Investigate and resolve L2 application incidents within SLA timelines.
- Analyze logs, alerts, and application behavior to identify root causes.
- Handle incident triage, prioritization, escalation, and follow-up with cross-functional teams.
- Support production releases, batch monitoring, user access issues, and defect verification.
- Handled application issues and customer queries.
- Provided customer support through calls, email, and ticketing tools.
- Resolved user complaints and escalated complex issues to L3 teams.
- Coordinate with L1 support for ticket resolution and with L3/development teams for deeper fixes.
- Prepare incident updates, RCA inputs, and support documentation.
Application Support Engineer L1 - Virtusa Consulting Services Pvt Ltd - Chennai
(2019-08 - 2020-07)
- Resolved first-level issues related to application access, login problems, and basic functionality.
- Logged and tracked incidents in the ticketing tool and ensured proper updates.
- Assisted users with standard application support and troubleshooting steps.
- Escalated complex problems to higher support teams with complete diagnostic details.
Support Associate - Virtusa Consulting Services Pvt Ltd - Chennai
(2018-01 - 2019-07)
- Provided desktop and application support to end users.
- Supported software installation, account setup, and routine troubleshooting.
- Maintained issue records and helped update knowledge base articles.
- Logged, tracked, and updated support tickets to ensure timely resolution.
- Escalated unresolved issues to higher-level support teams with proper details.
- Supported users through phone, email, and ticketing systems in a fast-paced environment. Outlook, Teams
Education
Bachelor of Computer Application - SJC(Autonomous)/Thiruvalluvar University (2016)
