Senior Application Support Engineer (L2)

Requirements

• Provide second-level application support for business-critical applications and assigned projects.

• Investigate, troubleshoot, and resolve application-related incidents and service requests within the agreed SLAs.

• Perform root cause analysis and support problem management activities.

• Analyze logs, system behavior, and application data to identify and resolve issues.

• Execute SQL queries to investigate data-related incidents and validate application behavior.

• Work closely with development teams, business teams, and other stakeholders to ensure timely issue resolution.

• Manage and update incidents, service requests, and problem records using the organization's ticketing system.

• Support testing activities, validate fixes, and perform functional verification before promoting solutions to production.

• Participate in major incident investigations and provide technical input when required.

• Maintain proper technical documentation and provide clear evidence and updates on assigned activities.

• Contribute to knowledge sharing and provide guidance to junior team members when needed.

Qualifications & Skills:

• 4–7 years of experience in Application Support within a Software House or enterprise environment.

• Strong understanding of second-level application support processes.

• Hands-on experience with SQL and the ability to write and execute queries for troubleshooting purposes.

• Experience in analyzing application logs and performing technical investigations.

• Familiarity with incident management and ticketing systems.

• Good understanding of SDLC and software support processes

. • Experience in testing activities and validating application fixes.

• Strong analytical and problem-solving skills.

• Good communication skills and the ability to work effectively with cross-functional teams.

• Ability to manage priorities and work under pressure in a production support environment.