Job Description

We are seeking a skilled and driven L2 Application Support Engineer to join our Managed

Services team. In this role, you will own the second-line resolution of application incidents across

a portfolio of enterprise platforms, working closely with Level 1 support, development,

infrastructure, and business stakeholders to ensure service continuity, SLA compliance, and

continuous improvement. You will be the technical bridge between frontline operations and

engineering teams, driving root cause analysis, proactive monitoring, and structured change

delivery.

Incident and Problem
Management:

· Own end-to-end resolution of L2
application incidents escalated from L1 & L1.5 teams, ensuring timely
triaging, investigation, and restoration within defined SLA windows.

· Perform deep-dive root cause
analysis (RCA) for recurring or high-severity incidents and implement
corrective actions to prevent recurrence.

· Document incident timelines,
impact assessments, and resolution steps in ServiceNow with accuracy and
completeness.

· Coordinate with L3 engineering




and infrastructure teams for incidents requiring code-level fixes or
infrastructure remediation, maintaining transparent ownership throughout.

· Produce weekly and monthly
status reports, as well as reports covering individual business segments, for
business and technology stakeholders.

· Monitor assignment group queues
to ensure the team is not breaching SLAs, is responding to tickets in a timely
manner, and is meeting businesIncident anCs expectations.

· Drive problem management
activities, including trend analysis, known error database (KEDB) maintenance,
and workaround documentation.

Application Monitoring and
Observability:

· Monitor application health,
performance, and availability using observability tools including Datadog,
covering infrastructure metrics, APM traces, log pipelines, synthetic monitors,
and dashboards.

· Configure and maintain Datadog
monitors, alerts, and notificat

📌 Application Support Engineer (Hyderabad)
🏢 AlgoLeap Technologies
📍 Hyderabad