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 notification channels to ensure pr

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