Chennai, Tamil Nadu

Job Summary

Experience -Typically 4+ years of experience in application / production support

- The L2 Application Support Engineer is responsible for managing application incidents, performing root cause analysis, ensuring system stability, and maintaining application availability in line with SLAs.

Adhering to SLAs

ITIL Processes awareness (Incidents / Change / Service requests )

Reporting to the Track Lead / Team Lead

Helping team members in case of Issues/Technical Problems

Perform detailed troubleshooting and resolution of application issues

Manage high-priority incidents and ensure timely resolution

Validate solutions with users and ensure proper ticket closure

Understanding of Multi-geo support environment

Monitoring and Operations

Monitor application health, alerts, and production setting

Knowledge on multiple monitoring tools

Perform routine health checks on application servers and services

Ensure availability and performance as per SLA commitments

Troubleshooting and RCA

Analyze logs, errors, and system behavior

Perform RCA for recurring incidents and implement preventive fixes

Work on performance tuning and stability improvements

Change and Release Support

Support deployments, releases, and configuration changes

Participate in patching, upgrades, and migration activities

Follow ITIL processes for change management

Coordination and communication

Coordinate with other teams, developers, vendors, and infrastructure teams

Provide regular updates to stakeholders on incidents and issues

Work across multi-geo environments and different technology teams

Key Responsibilities

Documentation & Knowledge Management

Prepare and maintain runbooks, SOPs, and known error databases

Document incidents, fixes, and troubleshooting procedures

Technical Requirement

Deploy and manage API Gateway, traffic manager, and analytics components

Handle API lifecycle management including versioning, publishing, and governance

Implement throttling, caching, and rate limiting policies

Linux/Unix and Windows environments





Log analysis and debugging monitoring and healthcheck

SSL configuration

Patch updates

Knowledge on performance tuning

Familiarity with ticketing tools (ServiceNow, JIRA)

Skill Requirements

Required Skills - Strong experience in WSO2 Suite :

API Manager (APIM)

Micro Integrator / Enterprise Integrator (MI/EI/ESB)

Identity Server (IS)

Experience in REST / SOAP Web services

Experience in handling XML, JSON, XSLT, XPath

Integration Patterns EIP

Experience in monitoring WSO2 environments (API, Integration, Services)

Code deployment, Configuration changes

Debug issues in API calls, (REST / SOAP)

Support performance tuning activities (thread pools, JVM tuning with guidance)

API Gateway security policies

Strong knowledge and experience in Linux/Unix and Windows platform

Should be familiar with DB configuration

Experience in performance tuning.

Basic knowledge in LoadBalancer, Firewall and Networking

Handson experience in SSL certificate installation management

Experience in Supporting P1/P2 high priority incidents.

Experience in documenting, recording, and updating incidents in ITSM tools along with creation of Runbooks and SOPs for Application’s involved.

Understanding and experience on deployments and release management process

Basic understanding of Networks with skills around Telnet , Netstat and DNS MQ support,

Support experience on IBM MQ

MQ queue management

Should be familiar with MQ commands in Linux.

MQ explorer

MQ integration with other applications.

Other Requirements

Soft Skills - Excellent communication and conversation skills (Verbal and Written)

Excellent customer handling skills

Good documentation skills

Strong analytical skills and problem-solving capabilities

Desired skills :

Knowledge and hands-on experience in other middleware servers like Apache, Tomcat, IIS, Weblogi, Jboss would be an added advantage.

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📌 Senior Administrator - IBM MQ, IIB(ACE), RabbitMQ (Chennai)
🏢 HCLTech
📍 Chennai