L2 Application Support Engineer

Ovitechsolution; Chennai District; On-site; INR 500,000 - 1,000,000; Full time

Job summary

A leading IT solutions company is seeking an L2 Application Support Engineer to ensure operational health of production systems. The role demands expertise in incident management, proactive problem resolution, and maintaining high service levels. Responsibilities include managing technical incidents, conducting root cause analyses, and liaising with clients to enhance satisfaction. Ideal for candidates with 2–4 years of experience in application support, especially those familiar with SDLC methodologies and technical troubleshooting.

Qualifications

• 2-4 years of experience in application support role.
• Strong knowledge of SDLC methodologies.
• Proficient in using ticketing systems.

Responsibilities

• Manage end-to-end technical incidents, ensuring timely resolutions.
• Oversee daily maintenance and performance of application systems.
• Conduct investigations into recurring issues, providing clear analyses.

Skills

Technical troubleshooting

Incident lifecycle management

Root cause analysis

Client relationship management

Job description

Experience: 2–4 Years

Locations: Mumbai | Pune | Bengaluru | Chennai | Delhi | Hyderabad

Role Purpose

The L2 Application Support Engineer is responsible for ensuring the operational health and stability of production systems. This role focuses on high-level troubleshooting, incident lifecycle management, and collaborating with infrastructure and development teams to deliver seamless service to our clients.

Primary Responsibilities

• Incident Lifecycle Management: Direct end-to-end handling of technical incidents, from initial investigation to final resolution. You will be responsible for ensuring a clean handover to L3 teams for any required code modifications.
• Operational Maintenance: Manage the daily upkeep of application systems, identifying performance bottlenecks and implementing necessary patches or configuration adjustments to resolve client issues.
• Root Cause Analysis (RCA): Perform deep-dive investigations into recurring issues to identify underlying causes, communicating findings clearly to management and stakeholders.
• Service Level Excellence: Consistently meet First Response Time (FRT) SLAs by effectively utilizing ticketing systems and coordinating with L1 and L3 support tiers.
• Compliance & Governance: Ensure all production environment changes strictly adhere to software development life-cycle (SDLC) methodologies and organizational risk protocols.
• Proactive Problem Solving: Focus on "Ticket Normalization" by identifying trends and implementing fixes that reduce the overall volume of support requests per installation.
• Client & Stakeholder Relations: Act as a technical liaison between infrastructure teams and clients, providing transparent updates to minimize escalations and improve customer satisfaction.
• Escalation Accuracy: Conduct thorough preliminary analysis before escalating complex issues to Subject Matter Experts (SMEs) or L3 engineers to ensure they have the necessary context.

Core Objectives

• Quality Assurance: Drive continuous improvements in both the product and the internal support processes.
• Risk Mitigation: Oversee and intervene in compliance-related matters to ensure system security and integrity.
• Efficiency: Reduce support overhead through proactive monitoring and effective documentation.