L2 Application Support Engineer

Citi; Maharashtra; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Citi in India seeks an L2 Application Support Engineer to join Production Support and Operations. You will bridge L1 monitoring and L3 development teams to sustain high availability of enterprise apps, resolving incidents and driving RCA with partners.

You will monitor health, perform health checks, and support deployments while maintaining strict change control and documentation. Exposure to ITSM tools and cloud/container tech is expected.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related field.
• 5+ years in application support or technical support in enterprise environments.
• ITIL v3/v4 Foundation and cloud/Kubernetes certifications are desirable.

Responsibilities

• Manage incidents and problems; escalate when needed to maintain SLAs.
• Troubleshoot complex failures across applications, DBs, middleware, and infra.
• Coordinate with L3 teams to perform root cause analysis and permanent fixes.
• Maintain runbooks, SOPs, and knowledge articles for rapid resolution.
• Provide regular status updates to stakeholders during Sev-1/Sev-2 incidents.

Skills

Scripting

SQL Databases

Middleware

Cloud & Containers

Monitoring & Logging

ITSM Tools

Communication

Problem Solving

Education

Bachelor's degree

Tools

Docker

Kubernetes

OpenShift

AWS

Azure

Apache Tomcat

Job description

The L2 Application Support Engineer is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology environment.

Key Responsibilities

• Incident & Problem Management
• Escalation Handling: Acknowledge and own incidents escalated by the L1 support team or monitoring alerts.
• Troubleshooting & Diagnosis: Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures.
• Workaround Implementation: Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact.
• Collaboration: Partner with L3 developers, database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues.
• Incident Lifecycle Management: Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution.
• Monitoring, Observability & Preventive Maintenance
• System Monitoring: Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites.
• Proactive Interventions: Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions.
• Health Checks: Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs.
• Release, Deployment & Configuration Management
• Deployment Validation: Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows.
• Configuration Controls: Maintain and update application configuration files, environment variables, and parameter settings under strict change management processes.
• Environment Management: Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency.
• Communication & Stakeholder Management
• Status Updates: Provide clear, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents.
• Bridges & War Rooms: Participate in or lead technical incident bridges to coordinate restoration efforts.
• Post-Incident Reviews: Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.
• Documentation & Knowledge Management
• Runbooks & SOPs: Document and update Standard Operating Procedures (SOPs), application architecture maps, and troubleshooting runbooks.
• Knowledge Sharing: Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates.

Required Technical Skills

• Scripting & Automation - Proficiency in writing and debugging Shell scripting (Bash), PowerShell, or Python to automate daily tasks and analyze log files.
• Databases & Querying - Strong SQL skills (Oracle, MS SQL, Sybase, or PostgreSQL). Ability to write complex select queries, joins, analyze execution plans, and run database scripts.
• Middleware & Web Servers - Working knowledge of Apache, Tomcat, Nginx, WebSphere, and messaging queues like IBM MQ, RabbitMQ, or Apache Kafka.
• Cloud & Containerization - Familiarity with Docker, Kubernetes, OpenShift, or cloud infrastructure (AWS/Azure) concepts and container deployments.
• Monitoring & Logging - Hands-on experience with tools such as Splunk, ELK Stack, AppDynamics, Dynatrace, Grafana, or ITRS Geneos.
• ITSM & Collaboration - Experience with ticketing tools like ServiceNow or Jira, and version control systems like Git or Bitbucket.

Required Professional & Soft Skills

• Analytical Mindset: Excellent logical reasoning and problem-solving skills; ability to systematically break down a complex issue.
• Communication: Exceptional verbal and written communication skills, with the ability to translate technical details into plain language for business teams.
• Pressure Tolerance: Calm demeanor under pressure, especially during high‑severity system outages.
• Team Collaboration: Ability to work cohesively in a global, distributed cross‑functional environment.

Qualifications & Experience

• Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• Experience: 5+ years of experience in an application support, technical support, or systems engineering role (preferably in an enterprise or financial services environment).
• Certifications (Desirable):
  • ITIL v3 or v4 Foundation certification.
  • Professional certifications in AWS/Azure, Kubernetes (CKAD), Linux Administration, or Oracle/SQL.

Job Family Group

Technology

Job Family

Applications Support

Time Type

Full time

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