Dear Candidate

We are looking for an L1/L2 Application Support Engineer to monitor applications and infrastructure, troubleshoot technical issues, manage incidents, and ensure service availability while meeting defined SLAs.

Key Responsibilities

- Monitor application, infrastructure, and network health using Grafana, Kibana, Prometheus, Nagios, or similar tools.

- Perform incident triage, troubleshooting, ticket management, and escalation to L2/L3 teams.

- Analyse logs, execute SQL queries, debug APIs, and troubleshoot application/database issues.

- Manage incidents and service requests using ticketing tools such as Jira and GLPI.

- Coordinate with customers, business users, and technical teams for timely incident resolution.

- Validate service restoration and support production deployments, releases, patching, and maintenance activities.

- Conduct Root Cause Analysis (RCA), maintain SOPs/runbooks, and document recurring issues.

- Monitor system performance, availability, capacity,



and SLA compliance; identify opportunities for automation and improvement.

Technical Skills

- Hands-on experience in application support, production support, or IT operations.

- Knowledge of Linux/Unix and Windows administration.

- Experience with monitoring tools such as Grafana, Kibana, Prometheus, or Nagios.

- Proficiency in SQL queries, database troubleshooting, log analysis, and performance diagnostics.

- Understanding of APIs, API debugging, and integration troubleshooting.

- Experience with ticketing tools such as Jira or GLPI and incident/change management processes.

- Scripting knowledge in Shell, Python, or PowerShell.

- Exposure to cloud platforms, middleware technologies, production deployments, and release management.

- Understanding of incident management, problem management, RCA, and SLA compliance.

📌 Support Engineer (Gurugram)
🏢 Pineswift Technologies
📍 Gurugram