Job Title: Application Support Engineer (L2)
Location: Mumbai Office

Role Summary
We are seeking an experienced Application Support Engineer (L2) to anchor our Mumbai-based support team of seven engineers. This role is the nerve center of our application operations — you will own incident response, drive resolution, mentor junior staff, and partner with development and business teams to ensure 24×7 stability of our digital retail ecosystem. The ideal candidate blends robust technical depth with leadership capability and a service-first mindset.

Key Responsibilities
Leadership & Operations
Coach, and Mentoring a team of 7 L1 Application Support Engineers, setting daily priorities and managing workloads.
Define and enforce support processes, escalation paths, and SLA/SLO frameworks across all platforms.
Create and maintain a roster for on-call coverage across business-critical periods (sales, launches, festive seasons).
Serve as the primary escalation point for P1/P2 incidents, driving swift resolution and clear stakeholder communication.
Incident & Problem Management




Own the end-to-end incident management lifecycle — detection, triage, resolution, RCA, and post-mortems.
Investigate complex application issues across 30+ websites, 60+ retail store, OMS, and CMS environments; coordinate cross-team fixes.
Maintain an incident knowledge base and drive problem management to address recurring defects permanently.
Track MTTR, MTTA, and ticket volume metrics; report weekly to IT leadership.
Platform & Application Support
Provide L2 support for web storefronts (30+ sites and 60+ retail stores), in-house OMS, and CMS covering application configuration, data fixes, integration issues, and performance degradation.
Monitor application health dashboards, logs (Splunk/ELK or similar), and alerts; proactively address anomalies before they impact customers.
Manage release readiness, validate deployments in staging, support go-live activities, and rollback if required.
Liaise with th

📌 Application Support Engineer (Mumbai)
🏢 Neve Jewels Group - India
📍 Mumbai