Support Engineer – L2 Application Support Department

IT Operations / Application Production Support

Experience

1 – 3 Years in IT Production Support

Support Level

L2 – Application Support

Employment Type

Full-Time | Shift-based / On-call Role Overview

We are looking for a Application Support Engineer with 1–3 years of experience in IT production support to serve as an L2 specialist. You will be the key escalation point between L1 and L3/engineering teams, responsible for triaging and resolving complex application issues across multiple client environments while ensuring SLA compliance and minimal disruption to operations.

Key Responsibilities

Production & Incident Support

Provide L2 support for production/non-production issues across multiple client environments; act as escalation point for L1 tickets

Monitor system health, respond to critical incidents, contribute to RCA, and implement corrective actions within defined SLAs

Debug Python-based services, analyse logs (application, system, server), and resolve API/data flow issues

Manage incident lifecycle end-to-end through detection, resolution, client communication, and post-mortem documentation

Worked on ServiceDesk Tool like JSM, ServiceNow and should have knowledge of tool like AWS Cloud Watch, or any other Monitoring tools for log monitoring and system and service level monitoring

Responsible to perform Routine performance and Sanity check for system and service level

Operations & Maintenance

Support application deployments, change requests,



and patch releases; collaborate with L3 Team on environment/performance issues

Handle MySQL/SQL queries, troubleshoot RabbitMQ/Redis in production, and execute/validate runbooks and SOPs

Maintain ITSM ticket documentation; contribute to knowledge base and guide L1 teams on known issue resolution

Required Skills

Technical (Must Have)

1–3 years in IT/application production support with proven L2 multi-client delivery experience

Python (debugging/scripting), Linux/Unix (CLI, process mgmt, log analysis), REST API testing (Postman/curl)

SQL/MySQL (query writing, data validation), Git, ITSM tools (ServiceNow, Jira, or equivalent)

Positive to Have

Experienced and worked on AI/ML along with IT applications

Experienced and worked on Computer Vision

Automation and scripting experience in IT application environment

Experience with Aviation Domain would be an advantage

Education

B.E. / B.Tech / B.Sc in Computer Science, IT, or related field; ITIL or cloud certifications are a plus

Soft Skills

Strong communication — able to convey technical issues clearly to clients and non-technical stakeholders

Analytical, structured problem-solver; ability to multitask across multiple client incidents under pressure

Customer-first mindset, collaborative team player, meticulous documentation practices, flexible for shift/on-call duties

This outlines the general scope of work and may evolve based on business needs.

Note: Experience with Network/Telecom/Server/OS/Desktop support not suitable for this requirement.

📌 Application Support Engineer (Hyderabad)
🏢 ZestIOT
📍 Hyderabad