Role Overview
The L2 Application Support Engineer (Technical Support Analyst) is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology workplace.

Key Responsibilities
1. Incident & Problem Management
• Escalation Handling: Acknowledge and own incidents escalated by the L1 support team or monitoring alerts.
• Troubleshooting & Diagnosis: Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures.
• Workaround Implementation: Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact.
• Collaboration: Partner with L3 developers,



database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues.
• Incident Lifecycle Management: Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution.

2. Monitoring, Observability & Preventive Maintenance
• System Monitoring: Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites.
• Proactive Interventions: Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions.
• Health Checks: Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs.

3. Release, Deployment & Configuration Management
• Deployment Validation: Support the verification of application deployments, system patches, and infrastructure up

📌 Application Support Senior Analyst (Pune)
🏢 Citi
📍 Pune