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
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 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. 4. 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. 5. 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 Robust 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 environment. -----------------------------------------------------
- Job Family Group: Technology-----------------------------------------------------
- Job Family: Applications Support-----------------------------------------------------
- Time Type: Full time-----------------------------------------------------
- Most Relevant Skills Please see the requirements listed above.-----------------------------------------------------
- Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.-----------------------------------------------------
- Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.

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