JOB DESCRIPTION | Support Engineer – L2 Application Support
Department
IT Operations / Application Production Support
Experience
1 – 3 Years in IT Production Support
Support Level
L2 – Application & Infrastructure Support
Employment Type
Full-Time | Shift-based / On-call
Role Overview
We are looking for a Application Support Engineer with 1–3 years of experience in IT production support to serve as an L2 specialist. You will be the key escalation point between L1 and L3/engineering teams, responsible for triaging and resolving complex application issues across multiple client environments while ensuring SLA compliance and minimal disruption to operations.
Key Responsibilities
Production & Incident Support
- Provide L2 support for production/non-production issues across multiple client environments; act as escalation point for L1 tickets
- Monitor system health, respond to critical incidents, contribute to RCA, and implement corrective actions within defined SLAs
- Debug Python-based services, analyse logs (application, system, server), and resolve API/data flow issues
- Manage incident lifecycle end-to-end through detection, resolution, client communication, and post-mortem documentation
- Worked on ServiceDesk Tool like JSM, ServiceNow and should have knowledge of tool like AWS Cloud Watch, or any other Monitoring tools for log monitoring and system and service level monitoring
- Responsible to perform Routine performance and Sanity check for system and service level
Operations & Maintenance
- Support application deployments, change requests, and patch releases; collaborate with L3 Team on environment/performance issues
- Handle MySQL/SQL queries, troubleshoot RabbitMQ/Redis in production, and execute/validate runbooks and SOPs
- Maintain ITSM ticket documentation; contribute to knowledge base and guide L1 teams on known issue resolution
Required Skills
Technical (Must Have)
- 1–3 years in IT/application production support with proven L2 multi-client delivery experience
- Python (debugging/scripting), Linux/Unix (CLI, process mgmt, log analysis), REST API testing (Postman/curl)
- SQL/MySQL (query writing, data validation), Git, ITSM tools (ServiceNow, Jira, or equivalent)
Good to Have
- Experienced and worked on AI/ML along with IT applications
- Experienced and worked on Computer Vision
- Automation and scripting experience in IT application environment
- Experience with Aviation Domain would be an advantage
Education
- B.E. / B.Tech / B.Sc in Computer Science, IT, or related field; ITIL or cloud certifications are a plus
Soft Skills
- Strong communication — able to convey technical issues clearly to clients and non-technical stakeholders
- Analytical, structured problem-solver; ability to multitask across multiple client incidents under pressure
- Customer-first mindset, collaborative team player, meticulous documentation practices, flexible for shift/on-call duties
This job description outlines the general scope of work and may evolve based on business needs.
Note: Experience with Network/Telecom/Server/OS/Desktop support not suitable for this requirement.
