L2 Application Support Engineer

Algoleap Technologies; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Algoleap Technologies Pvt Ltd is seeking an L2 Application Support Engineer to own second-line incident resolution and RCA for enterprise platforms. You will collaborate with L1, development, and infra teams to maintain SLA after triage, while driving proactive monitoring and structured change delivery.

Required are 5–7 years in application support, ITIL-aligned processes, and strong ServiceNow skills. Datadog experience and SQL knowledge are a plus.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5 to 7 years of experience in application support, managed services, or a similar L2/L3 operations role.
• Hands-on experience with ITIL-aligned incident, problem, change, and request management processes.
• Proficiency with ServiceNow — ticket management, report building, and scheduler configuration.
• Working knowledge of SQL, CMDB structures, stored procedures, and data views for operational queries and reporting.

Responsibilities

• Own end-to-end resolution of L2 application incidents escalated from L1 & L1.5 teams, ensuring timely triaging and restoration within SLA windows.
• Perform deep-dive root cause analysis (RCA) for recurring or high-severity incidents and implement corrective actions.
• Document incident timelines, impact assessments, and resolution steps in ServiceNow with accuracy.
• Coordinate with L3 engineering and infrastructure teams for incidents requiring code-level fixes.
• Produce weekly and monthly status reports for business and technology stakeholders.
• Monitor queues to ensure SLAs are met and MTTR is minimized.
• Drive problem management activities including trend analysis and KEDB maintenance.

Skills

ITIL processes

Root cause analysis

Stakeholder communication

Incident management

Multitasking

KPI reporting

Education

Bachelor's degree in ComputerScience, Information Technology, or related field

Tools

Datadog

ServiceNow

Power Automate

SSIS

Job description

Algoleap Technologies Pvt Ltd | Full time

We are seeking a skilled and driven L2 Application Support Engineer to join our Managed

Services team. In this role, you will own the second-line resolution of application incidents across

a portfolio of enterprise platforms, working closely with Level 1 support, development, infrastructure, and business stakeholders to ensure service continuity, SLA compliance, and continuous improvement. You will be the technical bridge between frontline operations and engineering teams, driving root cause analysis, proactive monitoring, and structured change delivery.

Incident and ProblemManagement:

• Own end-to-end resolution of L2application incidents escalated from L1 & L1.5 teams, ensuring timelytriaging, investigation, and restoration within defined SLA windows.
• Perform deep-dive root causeanalysis (RCA) for recurring or high-severity incidents and implementcorrective actions to prevent recurrence.
• Document incident timelines,impact assessments, and resolution steps in ServiceNow with accuracy andcompleteness.
• Coordinate with L3 engineeringand infrastructure teams for incidents requiring code-level fixes orinfrastructure remediation, maintaining clear ownership throughout.
• Produce weekly and monthlystatus reports, as well as reports covering individual business segments, forbusiness and technology stakeholders.
• Monitor assignment group queuesto ensure the team is not breaching SLAs, is responding to tickets in a timelymanner, and is meeting businesIncident anCs expectations.
• Drive problem managementactivities, including trend analysis, known error database (KEDB) maintenance,and workaround documentation.

Application Monitoring andObservability:

• Monitor application health,performance, and availability using observability tools including Datadog,covering infrastructure metrics, APM traces, log pipelines, synthetic monitors,and dashboards.
• Configure and maintain Datadogmonitors, alerts, and notification channels to ensure proactive detection ofanomalies before they impact end users.
• Analyse application logs,traces, and metrics to identify performance bottlenecks, memory leaks, databasequery degradation, and integration failures.
• Establish and refine alertthresholds, runbooks, and on-call playbooks to reduce alert fatigue andaccelerate mean time to resolution (MTTR).
• Participate in Datadogenablement activities across supported application teams, driving adoption ofobservability best practices.

Change and Release Management:

• Assess, review, and supportapplication change requests, ensuring proper impact analysis, rollback plans,and compliance with the change management framework.
• Coordinate scheduleddeployments, hotfixes, and patch releases across managed application stacks,including validation and post-deployment sanity checks.
• Manage vulnerabilityremediation and security patch deployments in alignment with CBRE's patchmanagement policies, including application-level deployments for VietnamResidential and other designated environments.
• Support SSIS packagedeployments and ETL pipeline changes within CM (Capital Markets) applicationscope, coordinating with data engineering teams.
• Ensure all changes are logged,approved, and communicated to stakeholders per ITIL change managementstandards.

KPI Metrics and ScorecardReporting:

• Generate and publish weekly andmonthly KPI dashboards covering incident volumes, SLA adherence, MTTR,first-contact resolution rates, and escalation trends.
• Prepare scorecard reports forbusiness and technology stakeholders, providing clear performance narrativesand improvement actions.
• Build and maintain ServiceNowreports and scheduled report configurations to automate operational reportingfor the Managed Services portfolio.
• Identify data quality issues inCMDB (Configuration Management Database) tables, views, and stored procedures,and coordinate corrections with the CMDB team.
• Use data-driven insights tosupport continuous improvement initiatives and leadership reviews.

Escalation Handling andStakeholder Communication:

• Act as the primary escalationpoint for critical application issues, ensuring senior stakeholders receivetimely, accurate, and jargon-free status updates throughout the incidentlifecycle.
• Manage major incident bridges,driving structured war-room conversations, assigning action owners, andproducing post-incident review (PIR) reports.
• Coordinate cross-team DisasterRecovery (DR) exercises, including planning, execution oversight, statuscommunication, and completion sign-off for Tier 1 DR activities.
• Liaise with vendor supportteams and third-party application owners when incidents require externalescalation, tracking resolution and maintaining SLA accountability.

Access and ConfigurationManagement:

• Administer access provisioningand de-provisioning across managed applications, ensuring compliance withCBRE's access management policies and segregation-of-duties controls.
• Process user access requests,role modifications, and periodic access reviews within defined SLA timeframes.
• Maintain accurate CMDBconfiguration items (CIs) for supported applications, environments, anddependencies.
• Manage Power Automate flowssupporting operational processes, including troubleshooting failures andcoordinating enhancements with the automation team.

Ad-hoc Request Handling andProcess Management:

• Handle ad-hoc service requestsfrom business teams, including data extracts, environment refreshes,configuration queries, and one-off operational tasks, within agreed responsetimelines.
• Respond to process queries fromapplication teams and business users, clarifying operational procedures andguiding resolution of ambiguous scenarios.
• Identify opportunities toautomate repetitive L2 tasks using scripting, Power Automate, or ServiceNowworkflow automation.
• Maintain up-to-date standardoperating procedures (SOPs), troubleshooting guides, and knowledge basearticles to reduce repeat escalations from L1.
• Support onboarding of newapplications into the Managed Services portfolio, contributing to runbookcreation, monitoring setup, and knowledge transfer.

Key Requirements:

• Bachelor's degree in ComputerScience, Information Technology, or a related field.
• 5 to 7 years of experience inapplication support, managed services, or a similar L2/L3 operations role.
• Demonstrated experience withITIL-aligned incident, problem, change, and request management processes.
• Hands-on experience withServiceNow — ticket management, report building, and scheduler configuration.
• Proficiency with Datadog orequivalent observability platforms (APM, log management, infrastructuremonitoring, dashboards, alerting).
• Working knowledge of SQL, CMDBstructures, stored procedures, and data views for operational queries andreporting.
• Familiarity with ETL conceptsand SSIS package management for data pipeline support.
• Experience with Power Automateor similar low-code automation tools.
• Strong analytical andstructured troubleshooting skills across multi-tier application architectures(web, application, database, integration layers).
• Excellent verbal and writtencommunication skills, with the ability to present technical findings clearly tonon-technical stakeholders.
• Ability to manage multipleconcurrent incidents and service requests in a fast-paced, SLA-drivenenvironment.

Must Have Skills:

• Proficiency in Datadog forapplication and infrastructure monitoring, alerting, and dashboardconfiguration.
• Strong ServiceNow skillscovering incident, problem, change, and request management, plus report andscheduler setup.
• Solid understanding of ITILframeworks — incident lifecycle, RCA, KEDB, and change advisory board (CAB)processes.
• Experience performing rootcause analysis and writing clear post-incident review (PIR) reports.
• Hands‑on SQL skills forquerying application databases, CMDB tables, and stored procedures.
• Ability to work independentlyacross ambiguous, high-pressure situations and drive resolution withoutconstant supervision.
• Experience coordinatingescalations across development, infrastructure, and vendor teams.
• KPI reporting and scorecardpreparation for management and business stakeholders.

Preferred Qualifications:

• ITIL Foundation certification(v3 or v4).
• Datadog certifications orequivalent observability platform credentials.
• Certifications in MicrosoftAzure, AWS, or Google Cloud Platform.
• Experience supportingenterprise SaaS platforms in a managed services or outsourced IT environment.
• Familiarity with scriptinglanguages such as Python or PowerShell for operational automation.
• Exposure to Disaster Recoveryplanning and execution for enterprise applications.
• Experience with Alteryx, PowerBI, or similar tools for operational analytics and reporting.