The L2 Application Support Engineer is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology workplace.
Key Responsibilities
1. Incident & Problem Management
Escalation Handling: Acknowledge and own incidents escalated by the L1 support team or monitoring alerts.
Troubleshooting & Diagnosis: Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures.
Workaround Implementation: Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact.
Collaboration: Partner with L3 developers, database administrators (DBAs), network engineers,
and system administrators to resolve complex, multi-tiered issues.
Incident Lifecycle Management: Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution.
2. Monitoring, Observability & Preventive Maintenance
System Monitoring: Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites.
Proactive Interventions: Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions.
Health Checks: Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs.
3. Release, Deployment & Configuration Management
Deployment Validation: Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows.
Configuration Controls: Main
📌 Application Support Engineer (Pune)
🏢 Citi
📍 Pune