Application Support Engineer

ZestOpX - the new chapter of ZestIoT; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

ZestOpX - the new chapter of ZestIoT is seeking an Application Support Engineer (L2) with 1–3 years of IT production support experience. The role is shift-based, full-time, and serves as a key escalation point between L1 and L3 teams for triage and resolution across client environments.

You will monitor system health, handle critical incidents, and ensure SLA compliance while maintaining proactive communication with clients and internal teams.

Qualifications

• 1–3 years in IT/application production support with proven L2 multi-client delivery experience.
• Proficient in Python, Linux/Unix, REST API testing and log analysis.
• SQL/MySQL querying, data validation, and basic scripting with Git.
• Experience with ITSM tools such as ServiceNow or Jira.

Responsibilities

• Provide L2 production support across multiple client environments; escalate when needed.
• Monitor system health, respond to incidents, and participate in RCA and fixes.
• Debug Python services, analyze logs, and resolve API/data-flow issues.
• Manage incident lifecycle end-to-end; document runbooks and SOPs.
• Collaborate with L3/engineering on deployments and environment issues.
• Support deployments, changes, patches; assist with SQL queries and runbooks.

Skills

Python

Linux/Unix

REST API testing

SQL/MySQL

Git

ITSM tools

L2 support

Postman/Curl

Education

BE / B.Tech / B.Sc in Computer Science / IT

ITIL or cloud certifications

Tools

ServiceNow

Jira

AWS CloudWatch

Job description

Department

IT Operations / Application Production Support

Experience

1 – 3 Years in IT Production Support

L2 – Application 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

• 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.