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 environment.

Key Responsibilities

- 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.

- 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.

- Release, Deployment &

- Configuration Management

- Deployment Validation: Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows.

- Configuration Controls: Maintain and update application configuration files, environment variables, and parameter settings under strict change management processes.

- Environment Management: Assist in maintaining non-production (UAT/Staging)



and production environments to ensure consistency.

- Communication &

- Stakeholder Management

- Status Updates: Provide clear, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents.

- Bridges &

- War Rooms: Participate in or lead technical incident bridges to coordinate restoration efforts.

- Post-Incident Reviews: Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.

- Documentation &

- Knowledge Management

- Runbooks &

- SOPs: Document and update Standard Operating Procedures (SOPs), application architecture maps, and troubleshooting runbooks.

- Knowledge Sharing: Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates.

Qualifications &

- Experience

- Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.

- Experience: 8 years of experience in an application support, technical support, or systems engineering role (preferably in an enterprise or financial services environment).

- Certifications (Desirable):

- ITIL v3 or v4 Foundation certification.

- Professional certifications in AWS/Azure, Kubernetes (CKAD), Linux Administration, or Oracle/SQL.

Required Technical Skills

Domain

Technology / Tooling

Operating Systems

Strong hands-on experience with Linux/Unix environments (navigating file systems, checking logs, monitoring CPU/memory, cron jobs) and Windows Server.

Scripting &

- Automation

Proficiency in writing and debugging Shell scripting (Bash), PowerShell, or Python to automate daily tasks and analyze log files.

Databases &

- Querying

Strong SQL skills (Oracle, MS SQL, Sybase, or PostgreSQL). Ability to write complex select queries, joins, analyze execution plans, and run database scripts.





Middleware &

- Web Servers

Working knowledge of Apache, Tomcat, Nginx, WebSphere, and messaging queues like IBM MQ, RabbitMQ, or Apache Kafka.

Cloud &

- Containerization

Familiarity with Docker, Kubernetes, OpenShift, or cloud infrastructure (AWS/Azure) concepts and container deployments.

Monitoring &

- Logging

Hands-on experience with tools such as Splunk, ELK Stack, AppDynamics, Dynatrace, Grafana, or ITRS Geneos.

ITSM &

- Collaboration

Experience with ticketing tools like ServiceNow or Jira, and version control systems like Git or Bitbucket.

Required Professional &

- Soft Skills

- Analytical Mindset: Excellent logical reasoning and problem-solving skills; ability to systematically break down a complex issue.

- Communication: Exceptional verbal and written communication skills, with the ability to translate technical details into plain language for business teams.

- Pressure Tolerance: Calm demeanor under pressure, especially during high-severity system outages.

- Team Collaboration: Ability to work cohesively in a global, distributed cross-functional workplace.

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Job Family Group

Technology

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Job Family

Applications Support

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Time Type

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.

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📌 Application Support Senior Analyst - Assistant Vice President (Pune)
🏢 Citi
📍 Pune