L2 Application Support Engineer

The  L2 Application Support Engineer  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.

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. Required Technical Skills 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