Experience: 2–4 Years
Locations: Mumbai | Pune | Bengaluru | Chennai | Delhi | Hyderabad
Role Purpose
The L2 Application Support Engineer is responsible for ensuring the operational health and stability of production systems. This role focuses on high-level troubleshooting, incident lifecycle management, and collaborating with infrastructure and development teams to deliver seamless service to our clients.
Primary Responsibilities
- Incident Lifecycle Management: Direct end-to-end handling of technical incidents, from initial investigation to final resolution. You will be responsible for ensuring a clean handover to L3 teams for any required code modifications.
- Operational Maintenance: Manage the daily upkeep of application systems, identifying performance bottlenecks and implementing necessary patches or configuration adjustments to resolve client issues.
- Root Cause Analysis (RCA): Perform deep-dive investigations into recurring issues to identify underlying causes, communicating findings clearly to management and stakeholders.
- Service Level Excellence: Consistently meet First Response Time (FRT) SLAs by effectively utilizing ticketing systems and coordinating with L1 and L3 support tiers.
- Compliance & Governance: Ensure all production environment changes strictly adhere to software development life-cycle (SDLC) methodologies and organizational risk protocols.
- Proactive Problem Solving: Focus on “Ticket Normalization” by identifying trends and implementing fixes that reduce the overall volume of support requests per installation.
- Client & Stakeholder Relations: Act as a technical liaison between infrastructure teams and clients, providing transparent updates to minimize escalations and improve customer satisfaction.
- Escalation Accuracy: Conduct thorough preliminary analysis before escalating complex issues to Subject Matter Experts (SMEs) or L3 engineers to ensure they have the necessary context.
Core Objectives
- Quality Assurance: Drive continuous improvements in both the product and the internal support processes.
- Risk Mitigation: Oversee and intervene in compliance-related matters to ensure system security and integrity.
- Efficiency: Reduce support overhead through proactive monitoring and effective documentation.