THE ROLE

We are looking for a Senior Application Support Engineer who combines strong hands-on L2 expertise with a natural sense of ownership over the support process and experience in Jira ServiceManagement tool. In this role, you will triage and resolve complex product issues, lead the teamthrough high-severity incidents, and play an active part in developing junior engineers and improving how the team operates. You will be the senior presence on shift — the person the team looks to for technical direction, process discipline, and composure under pressure. This role reports to the Application Support Manager and is based within ZestIOT’s Technical Assistance Center (TAC).

REQUIRED SKILLS & EXPERIENCE

• 4–8 years overall, with 2+ years in a senior application support role at a software productcompany in a 24x7 shift environment.• Proven hands-on L2 application support experience — triaging, debugging, and resolvingcomplex product defects and integration issues. Ability to prepare thorough diagnostic contextbefore escalating to L3/Engineering. L3 exposure is a plus.• Experience supporting a company’s own software product, including product-specific incidentpatterns, release cycles, hotfix coordination, and customer-impacting defect management.• Experience acting as Incident Manager during high-severity situations: coordinating cross-teamresolution, managing an on-call SME roster and escalation matrix, and communicating clearlywith senior enterprise customer stakeholders under pressure.• Demonstrated ability to guide and develop junior support engineers — coaching ontroubleshooting approach, enforcing process adherence, and building team capability over time.• Hands-on experience with monitoring and log analysis tools such as Grafana, Datadog, ELKStack, CloudWatch, Current Relic, or equivalents.• Familiarity with microservices, message queues (RabbitMQ/Kafka), caching (Redis), anddistributed systems.• Understanding of ITIL frameworks covering incident, problem, and change management in aproduct support context.• Proficiency with Jira Service Management (JSM) tool including administration, configuringcustomer-level dashboards and workflows.• Experience contributing to process improvement — identifying repetitive tasks,



drivingautomation or optimisation, and reducing team effort over time.• Ability to build and maintain runbooks, troubleshooting guides, and knowledge base articles.

WHO SHOULD NOT APPLY

• Candidates with backgrounds exclusively in network, telecom, or OS/infrastructure support —application-layer expertise is mandatory.• Profiles without hands-on L2 application support experience.• Candidates from SI/services delivery or hardware support backgrounds.• L1 or Senior L1 profiles — this role requires demonstrated L2 expertise and the ability to leadand develop a team.

KEY RESPONSIBILITIES

Team Guidance & Shift Ownership

• Take ownership of the support process during your shift — ensure ticket prioritisation, cleanhandoffs, and adherence to defined workflows. Act as the first point of escalation for juniorengineers on shift.• Coach and develop junior team members: guide troubleshooting approach, review diagnosticsquality, and build individual capability over time.• Motivate the team during high-pressure periods; model the standards of thoroughness andcommunication expected of the function.• Contribute to shift scheduling in coordination with the Application Support Manager; maintainzero unplanned coverage gaps.

L2 Support & Incident Management

• Own hands-on L2 triaging, troubleshooting, and resolution of complex product issues. Escalateto L3/Engineering with full diagnostic context when required.• Lead high-severity incident management — activate the on-call SME roster, work the escalationmatrix, coordinate cross-team resolution, and provide timely, composed communication tosenior enterprise customer stakeholders throughout.• Deliver incident reports and post-mortems to the Application Support Manager. Perform RCAand drive corrective and preventive actions. Track bug escalations and hotfix coordination withEngineering.





Process Improvement & Knowledge Management

• Monitor L2 ticket queues; ensure SLA adherence and enforce OLAs aligned with customerSLAs.• Identify recurring or high-effort activities; propose and implement optimisations to reducemanual work and improve team efficiency.• Build and maintain runbooks, troubleshooting guides, and a knowledge base. Ensure the teamuses and contributes to these resources consistently.• Prepare weekly and monthly MIS and incident reports for the Application Support Manager;proactively flag stability or performance risks.Customer Communication• Interface with enterprise customers on ticket classifications, resolution timelines, and highseverity escalations. Communicate with clarity and composure, especially with seniorstakeholders during critical incidents. Participate in customer satisfaction reviews.

KPI / SUCCESS METRICS

• L2 SLA attainment: response and resolution times met per defined service tiers.• Quarter-over-quarter improvement in first-contact resolution rate.• Reduction in incident recurrence through RCA and corrective actions.• Knowledge base coverage for top recurring L2 issue categories.• Measurable reduction in team effort on repetitive tasks through process or automationimprovements.• Zero unplanned shift coverage gaps.• CSAT score of 4.5/5 or higher.NICE TO HAVE• Aviation domain experience or IoT/Camera AI-based systems support.• L3-level exposure or experience working alongside L3/Engineering teams.• Familiarity with DevOps workflows, CI/CD pipelines, Git-based version control, and camerabased AI systems.• ITIL v4 Foundation certification or equivalent.• Python scripting, Linux/Unix, shell scripting, REST API troubleshooting, and SQL/MySQL queryoptimisation.• Working knowledge of IoT, Cloud, and Web/Mobile App-based systems and architecture.

WORK SCHEDULE

The primary shift for this role is 2:00 PM – 11:00 PM IST. An initial training period of approximately 4–8weeks will be on the 10:00 AM – 7:00 PM IST shift to facilitate knowledge transfer and onboarding.Given the 24x7 nature of the support function, flexibility to occasionally adjust to shift requirements is expected.

📌 Senior Application Support Engineer (Mumbai)
🏢 ZestIOT
📍 Mumbai