L2 Support Engineer Customer or Channel Digital Application

Tata Consultancy Services; Indonesia; On-site; IDR 133,920,000 - 267,840,000; Full time

Job summary

Tata Consultancy Services Limited (TCS) is seeking an experienced Application Support professional to join its Digital Platform Support team. You will investigate and resolve incidents across web and mobile applications, APIs, and backend services, ensuring high availability and performance in production environments.

The role requires strong debugging, SQL querying, API troubleshooting, and experience with observability tools, with a 24x7 support mindset and collaborative incident management

Qualifications

• 5–7 years of experience in Application Support, Digital Platform Support, Production Support, Web Application Support, or Mobile Application Support.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Strong communication and stakeholder management skills.
• Ability to work in a 24x7 support environment and manage critical incidents effectively.

Responsibilities

• Investigate and resolve login, authentication, customer journey, order, and transaction-related incidents.
• Troubleshoot issues across web applications, mobile applications, APIs, and backend services.
• Trace requests and transactions across front-end, middleware, and database layers to identify root causes.
• Analyze application logs, API responses, monitoring alerts, and database records.
• Monitor application health, interfaces, background jobs, and transaction processing activities.
• Support controlled cache refresh, service recovery, and application restoration activities.
• Coordinate with product, engineering, infrastructure, and dependent-system teams to resolve defects and incidents.
• Support application releases, deployments, rollback activities, and post-release validation.
• Ensure compliance with SLA, change management, security, audit, and documentation requirements.
• Participate in on-call support, root-cause analysis (RCA), and continuous service improvement initiatives.

Skills

Web & Mobile Apps

REST APIs

SQL

Browser/Mobile diagnostics

Session/Transaction tracing

Cloud monitoring

Incidents/Change/Release Mgmt

Analytical skills

Education

Bachelor's Degree

Tools

Grafana

Datadog

Prometheus

Splunk

ELK

AppDynamics

Azure

AWS

GCP

Job description

About TCS:

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.

Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.

Key Responsibilities

• Investigate and resolve login, authentication, customer journey, order, and transaction-related incidents.
• Troubleshoot issues across web applications, mobile applications, APIs, and backend services.
• Trace requests and transactions across front-end, middleware, and database layers to identify root causes.
• Analyze application logs, API responses, monitoring alerts, and database records.
• Monitor application health, interfaces, background jobs, and transaction processing activities.
• Support controlled cache refresh, service recovery, and application restoration activities.
• Coordinate with product, engineering, infrastructure, and dependent-system teams to resolve defects and incidents.
• Support application releases, deployments, rollback activities, and post-release validation.
• Ensure compliance with SLA, change management, security, audit, and documentation requirements.
• Participate in on-call support, root-cause analysis (RCA), and continuous service improvement initiatives.

Required Skills

• Experience supporting Web and Mobile Applications in production environments.
• Strong understanding of REST APIs and API troubleshooting.
• Hands-on experience with SQL querying and database analysis.
• Knowledge of browser diagnostics, mobile application troubleshooting, and user journey analysis.
• Experience in session tracing, transaction tracing, and log analysis.
• Exposure to cloud monitoring, observability, and production support operations.
• Understanding of Incident, Problem, Change, and Release Management processes.
• Strong analytical and troubleshooting skills.

Preferred Skills

• Experience with cloud platforms such as Azure, AWS, or GCP.
• Familiarity with monitoring tools such as Grafana, Datadog, Prometheus, Splunk, ELK, or AppDynamics.
• Exposure to microservices and distributed application architectures.
• Understanding of CI/CD pipelines and release management.
• Experience supporting customer-facing digital channels within telecom, banking, e-commerce, or retail environments.

Qualifications

• 5-7 years of experience in Application Support, Digital Platform Support, Production Support, Web Application Support, or Mobile Application Support.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Strong communication and stakeholder management skills.
• Ability to work in a 24x7 support environment and manage critical incidents effectively.

Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, please do connect with us on our linked In TCS Asia Pacific Handle and we will be happy to guide you further.

We will review your application and will get back to you if we are considering your interest in this opportunity!