Application Support Engineer L2/L3
Role Overview
Provide advanced L2/L3 technical support for business-critical applications.
Ensure high availability, performance, reliability, and timely resolution of application incidents and problems.
Key Skills for This Role
Full Job Posting
Role Purpose
Provide advanced L2/L3 technical support for business-critical applications.
Ensure high availability, performance, reliability, and timely resolution of application incidents and problems.
Application Support & Incident Management
- Provide L2/L3 support for enterprise applications and production environments.
- Analyze, troubleshoot, and resolve application incidents and service requests.
- Perform root cause analysis for recurring and critical issues.
- Ensure incidents are resolved within defined SLAs.
Application Monitoring & Performance
- Monitor application health, availability, performance, and logs.
- Identify performance degradation and potential application failures.
- Analyze application and system logs to diagnose issues.
- Implement corrective and preventive actions.
Problem Management & Troubleshooting
- Investigate complex application and integration issues.
- Identify root causes and implement permanent fixes.
- Coordinate with development, database, infrastructure, network, and vendor teams.
- Maintain knowledge articles and troubleshooting procedures.
Application Deployment & Maintenance
- Support application releases, deployments, patches, and upgrades.
- Perform deployment validation and post-release monitoring.
- Support configuration changes and application maintenance activities.
- Ensure production changes follow established change management processes.
Application & Database Support
- Troubleshoot application, API, integration, and database-related issues.
- Execute SQL queries for investigation, validation, and data troubleshooting.
- Support application interfaces and third-party integrations.
- Ensure data integrity and application functionality.
Documentation & Continuous Improvement
- Maintain technical documentation, incident records, and support procedures.
- Identify opportunities to automate recurring support activities.
- Improve application stability, performance, and support processes.
- Provide technical guidance to L1/L2 support teams where required.
Necessary Knowledge and Experience
- 5-8 years of experience in application support, production support, or a similar technical role.
- Strong experience providing L2/L3 support for enterprise applications.
- Hands-on experience in application troubleshooting, incident management, and root cause analysis.
- Experience with APIs, application integrations, databases, and production environments.
- Strong SQL knowledge and experience troubleshooting database-related issues.
- Experience with application monitoring, logging, performance analysis, and deployment support.
- Experience working with ITIL-based incident, problem, and change management processes.
Education and Certification Requirements
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
- ITIL certification is an advantage.
Job Specific Technical Skills
- L2/L3 Application Support
- Production Support
- Incident & Problem Management
- Root Cause Analysis
- Application Monitoring & Troubleshooting
- SQL & Database Troubleshooting
- REST APIs & Web Services
- Application Integration
- Log Analysis
- Performance Monitoring & Optimization
- Deployment & Release Management
- ITIL / Service Management
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