Role & responsibilities

About the Role

TechOps Application Support is responsible for the stability, performance and continuity of business-critical applications built on a cloud-native, microservices architecture. Supported applications are typically web, mobile and API-based platforms serving large user bases, with services built on up-to-date backend frameworks, relational and in-memory databases, event/messaging systems, and standard CI/CD and monitoring tooling.

Role Details

Reports To: TechOps App Lead

Support Tier: L3 Senior / Final Escalation

Work Mode: 5 Days working

Role Summary

Senior-most technical escalation point within Application Support. Owns complex incident diagnosis, root cause analysis, deployment oversight, and acts as the technical bridge between TechOps, Development, Infrastructure/DB and Business teams, while mentoring the L2 team.

Key Responsibilities

- Act as the final escalation point (L3) for incidents unresolved by L2 across all supported applications/modules.
- Perform deep-dive triage across application services, databases, caching and messaging layers to isolate root cause for complex, cross-service issues.
- Lead Root Cause Analysis (RCA) for P1/P2 incidents and drive corrective/preventive actions.
- Own production deployments and rollbacks through the organization's CI/CD pipeline and release process.
- Validate patches/upgrades jointly with Development, coordinating testing and sign-off in QA/Preprod environments.
- Drive monitoring and alerting maturity help onboard APM tools, define alert thresholds, and review application/infra logs.
- Troubleshoot API and integration issues, including authentication flows, and maintain related technical documentation.




- Oversee database health and performance in coordination with DB/Infra support teams.
- Maintain SOPs, runbooks and knowledge base articles for the L2 team; mentor L2 engineers through periodic knowledge-transfer sessions.
- Ensure SLA adherence on support tickets (P1/P2/P3), manage the incident escalation path, and contribute to capacity planning and performance/load testing initiatives.

Required Technical Skills:

- Strong experience supporting microservices/cloud-native applications (AWS, Azure or GCP).
- Working knowledge of common backend frameworks (e.g., Java Spring Boot, Node.js) sufficient to read logs and stack traces.
- Relational database troubleshooting and replication concepts (e.g., PostgreSQL, MySQL).
- Familiarity with caching, event/queue systems, and container log analysis (e.g., Docker).
- Solid understanding of REST APIs, token-based authentication, and API testing tools.
- Experience with CI/CD tools and standard branching strategies.
- Familiarity with web/app servers, Linux administration, and log/monitoring platforms (e.g., ELK/Kibana); APM exposure a plus.
- Working knowledge of ITSM/ticketing tools and structured incident/escalation management.

Experience & Qualifications

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 610 years in Application/Production Support, including 23 years in an L3/senior escalation role.
- Experience supporting business-critical, high-traffic applications preferred; ITIL Foundation certification is a plus.

Key Attributes

- Strong analytical ability and high ownership for ambiguous, multi-service issues.
- Confident stakeholder management across Business, Dev, Infra and DB teams.
- Strong RCA documentation and communication skills

Interested Candidates share their CVs on [email protected]

📌 Application Support Engineer TechOps (Navi Mumbai)
🏢 Reliance Retail
📍 Navi Mumbai