Job Description

Hello,

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Greetings from ZettaMine Labs Pvt Ltd!!

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We are looking for Application Support Engineer (L2/L3) with exciting project opportunities.

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Job Role: Application Support Engineer – L2/L3

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Location: Bangalore

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Notice Period: Immediate / 15 Days

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Experience: 8-10 Years

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Relevant Experience: Strong hands-on experience in L2/L3 Application & Production Support, ITIL processes, Advanced SQL, Incident/Problem/Change Management, RCA, Log Analysis, ServiceNow/ITSM, and 24x7 production environments.

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Mandatory:

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- Strong ITIL Process Knowledge – Incident, Problem, Change & Service Request Management
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- Advanced SQL Expertise for troubleshooting, data analysis, and complex query writing
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- Application/Production Support experience in a 24x7 environment
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- Root Cause Analysis (RCA), Log Analysis & Incident Resolution
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- ServiceNow or other ITSM Tool experience
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- Excellent stakeholder communication skills
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Good-to-Have:

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- Cloud Platform Knowledge – Azure and/or AWS
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- Excel Automation, VBA Macros, Pivot Tables & Reporting
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- API and Application Integration understanding
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- Batch Scheduling / Job Monitoring Tools
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- Exposure to People, SGDIR, or IGG applications
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- Application Monitoring Tools experience
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Key Responsibilities:

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- Provide L2/L3 application support for People, SGDIR, and IGG applications in a 24x7 production workplace.
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- Manage incidents, problems, changes, and service requests in accordance with ITIL processes.
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- Perform advanced SQL-based troubleshooting, data analysis, and complex query writing.
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- Conduct Root Cause Analysis (RCA) for recurring and critical production issues.
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- Perform detailed application and log analysis to identify and resolve incidents.




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- Monitor application health, performance, and production environments to ensure application stability.
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- Automate operational reporting and repetitive activities using Excel, VBA Macros, Pivot Tables, and related tools.
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- Work extensively with ServiceNow/ITSM tools for incident, problem, change, and service request management.
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- Troubleshoot APIs, application integrations, and batch jobs.
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- Monitor scheduled jobs and batch processes and take appropriate corrective actions.
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- Work with Azure/AWS cloud platforms for application support and troubleshooting.
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- Collaborate with development, infrastructure, database, cloud, and other technical teams for issue resolution.
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- Engage with business and technical stakeholders and provide timely updates on production incidents.
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- Maintain support documentation, troubleshooting procedures, knowledge articles, and RCA reports.
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- Participate in 24x7 production support, on-call, and incident management activities.
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Who Can Apply?

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Strong experience in L2/L3 Application or Production Support.

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Strong knowledge of ITIL processes, including Incident, Problem, Change, and Service Request Management.

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Advanced hands-on experience with SQL for troubleshooting, data analysis, and complex queries.

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Experience working in a 24x7 production support environment.

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Strong experience in RCA,



log analysis, troubleshooting, and incident resolution.

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Hands-on experience with ServiceNow or other ITSM tools.

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Good understanding of application monitoring and production support processes.

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Experience with Excel, VBA Macros, Pivot Tables, and reporting automation is preferred.

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Understanding of APIs and application integrations.

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Experience with batch scheduling and job monitoring tools is an advantage.

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Exposure to People, SGDIR, or IGG applications is an added advantage.

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Knowledge of Azure and/or AWS is preferred.

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Strong communication and stakeholder management skills.

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Ability to troubleshoot critical production issues and work effectively under pressure.

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Candidate Details:

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Please share the following details along with your updated resume: [email protected]

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Full Name:

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Contact Number:

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Current Location:

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Total Experience:

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Relevant Experience in Application Support:

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L2/L3 Production Support Experience:

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ITIL Process Experience:

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Advanced SQL Experience:

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Incident Management Experience:

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Problem Management Experience:

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Change Management Experience:

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RCA & Log Analysis Experience:

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ServiceNow / ITSM Experience:

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24x7 Production Support Experience:

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Application Monitoring Experience:

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API / Application Integration Experience:

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Batch Scheduling / Job Monitoring Experience:

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Azure / AWS Experience:

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Excel / VBA / Pivot Table Experience:

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People / SGDIR / IGG Application Experience:

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Current Company:

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Notice Period:

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Current CTC:

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Expected CTC:

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We look forward to connecting with you!!

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Thanks and Regards,

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TAG Team

📌 A] SSE - Application Production Support (Bengaluru)
🏢 ZettaMine Labs
📍 Bengaluru