L1/L2 Application Support Engineer

Ok to work from 2:30 PM IST - 11:30 PM IST

: L1/L2 Application Support Engineer

We are seeking a proactive and customer-focused L1/L2 Application Support Engineer to provide production support for business-critical applications and digital platforms. The candidate will be responsible for incident management, monitoring, troubleshooting, issue resolution, and ensuring high application availability while collaborating with cross-functional teams.

Key Responsibilities

- Provide L1/L2 production support for web applications and integrated systems.
- Monitor application health, alerts, logs, and business-critical transactions.
- Perform incident triage, troubleshooting, root cause analysis, and resolution within defined SLA timelines.
- Analyze application and infrastructure logs using tools such as Splunk, Dynatrace monitoring platforms.
- Manage incidents, service requests, and problem tickets through ServiceNow, JIRA, or similar ticketing tools.
- Support website functionalities, APIs, and third-party integrations.
- Create and maintain support documentation, SOPs, knowledge articles, and troubleshooting guides.
- Track recurring issues and proactively recommend process and operational improvements.
- Support shift-based operations and participate in on-call activities when required.

Required Skills

- Solid understanding of Application Support / Production Support processes.
- Knowledge of web applications, REST APIs, and microservices architecture.




- Experience with monitoring and observability tools such as Splunk, Dynatrace, Kibana, Grafana, AppDynamics, etc.
- Basic SQL knowledge and ability to perform log analysis and data validation.
- Experience working with ServiceNow, JIRA, or similar ITSM tools.
- Strong analytical and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to work in rotational shifts and handle critical production incidents.

Preferred Skills

- Experience supporting eCommerce or customer-facing web applications.
- Familiarity with FullStory, Dynatrace, or digital experience monitoring tools.
- Understanding of website performance, user journeys, and transaction monitoring.

Experience

- 4+ years of experience in Application Support / Production Support.
- Experience supporting enterprise web applications and customer-facing platforms preferred.

Education

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Location: Gurgaon / Hybrid (as per project requirement) Shift: Rotational Support Shifts (24x7 support model)

Do NOT share profiles from the following backgrounds:

- Desktop Support Engineer
- Network Support Engineer
- Network Operations (NOC)
- System Administrator
- Server Administrator
- IT Helpdesk
- Hardware Support Engineer
- Infrastructure Support Engineer
- End User Computing (EUC) Support
- Desktop Management / Field Support

📌 Application Support Engineer-/ (Delhi)
🏢 Xebia IT Architects
📍 Delhi