HCLSoftware hiring L2 & L3 applicationsupport engineer_Noida,Bangalore

HCL Technologies Limited; Dadri, Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited in India is seeking an Application Support Engineer to provide technical support for critical business applications. You will respond to user requests, troubleshoot incidents, and ensure SLA-compliant resolution while coordinating with development and infrastructure teams.

You will work with end-users to train on applications, triage issues, and generate reports for stakeholders. The role requires 24x7 readiness and proactive communication across channels.

Qualifications

• 3–15 years IT experience as Application Support Engineer.
• Ability to troubleshoot support cases using logs and MELT.
• Development experience in Java Spring Boot or NodeJS.
• Knowledge of Postman, Chrome DevTools, and Postgres.
• Familiarity with ITIL and ITSM tools.
• Excellent verbal and written communication skills.
• Proactive problem solving and collaboration with stakeholders.

Responsibilities

• Provide technical support for business applications and resolve incidents within SLA.
• Attend incidents and service requests and ensure proper triaging and assignment.
• Train end-users and support application usage.
• Coordinate with development and infrastructure teams for changes and updates.
• Generate reports and present insights to stakeholders.
• Create knowledge articles for recurring issues.

Skills

Incident management

Troubleshooting

Java Spring Boot

NodeJS

Communication

Team collaboration

Problem solving

Prioritization

Tools

Postman

Chrome DevTools

Postgres

Job description

Job Description

• Provide technical support for critical business applications by responding to user requests and troubleshooting application and integration issues.
• Responsible for attending incidents and service requests raised by users with prescribed SLA.
• Responsible for understanding the various categories of issues and service request and ensure correct triaging, assignment and tracking till closure.
• Work with end-users to provide training and support for using applications.
• Collaborate with development and infrastructure teams to implement changes and updates to applications and integrations.
• Responsible to generate reports, draw inferences, and present to stakeholder in Service review.
• Responsible to prepare the MOM and coordinate to close the actions by respective team member.
• Logging calls with the vendors and ensuring that the calls are resolved within the SLA signed with the vendor.
• Follow escalation procedure as per defined escalation matrix.
• Update customer on any delays to resolution of an Incident.
• Create knowledge articles for issues which do not have articles in the internal knowledge base.
• Ready to work in 24x7 Support. Support continuity of business.
• Manage stakeholders through various communication channel and provide regular updates on the deliverables.

Knowledge and Skills Required:

• Must have relevant IT experience of 3-15 years as Application Support Engineer
• Ability to troubleshoot support cases using Logs and MELT
• Development experience in Java Spring Boot or NodeJS
• Knowledge of using tools such as Postman, Chrome/Edge Inspect Tools
• Knowledge of Databases like Postgres preferred.
• Knowledge and experience with Information Technology Infrastructure Library (ITIL) reference
• Knowledge of IT Service Management (ITSM) tools.
• Excellent verbal and written communications skills.
• Excellent initiative, problem solving, priority setting, and collaboration skills.