L2 Application support Engineer

Work Setup: Hybrid (3 times a week RTO)

JOB DESCRIPTION:

ensuring system stability, performance, and timely issue resolution within agreed service levels.

This role investigates incidents, performs root cause analysis, implements configuration changes, and coordinates with

development and technical teams to resolve complex technical issues. The position requires strong analytical skills and

troubleshooting skills, attention to detail, and the ability to work independently while maintaining high service quality

standards.

• Perform detailed troubleshooting including log analysis, database queries, and system checks.
• Investigate and resolve application incidents escalated from L1 and L2 support, while coordinating with relevant

• Conduct root cause analysis (RCA) for recurring or high-impact issues and document findings.
• Implement approved configuration changes and minor application fixes where applicable.
• Lead the coordination with technical & non-technical stakeholder groups to resolve issues with 48-hour SLAs.
• Monitor application health, performance metrics, and batch job execution to ensure system availability.
• Validate application deployments and support go-live activities when required.
• Maintain incident records, technical documentation, and knowledge base articles.
• Assist in user acceptance testing (UAT) and post-release validation activities.
• Identify opportunities for process improvement, automation, and incident reduction.

Qualifications:

• Education:

• Work Experience:

o 2–4 years of experience in Application Support and Production Support.

Skills & Competencies:

• Proven ability to perform root cause analysis and document findings clearly.
• Strong communication skills are essential for effective collaboration with both technical and non-technical

• Working knowledge of database concepts and query execution (e.g., SQL).
• Ability to analyze application logs and monitoring tools.
• Familiarity with ITSM tools (e.g., Jira, HDA, ServiceNow, or similar).
• Basic scripting or automation skills (e.g., PowerShell, Bash, or similar) are an advantage.
• Understanding of Software Development Lifecycle (SDLC).
• Knowledge of incident, problem, and change management processes.
• Ability to work effectively under pressure during major incidents or production issues.

Effort & Workload:

• Perform operational and troubleshooting tasks requiring attention to detail and technical analysis.
• Manage low to moderate ticket volumes within defined service level agreements (SLAs).
• Participate in incident bridges and support calls during critical incidents when required.
• Work under guidance of product managers, technical leads to meet task expectations and deliverables.

Responsibility & Supervision:

• Responsible for investigation and resolution of escalated application incidents within SLA targets.
• Accountable for maintaining accurate documentation, incident records and technical knowledge articles.
• Contributes to system stability and continuous improvement of support processes.
• This role does not have direct supervisory responsibilities

Note: Interested candidate can directly reach out to mut••••@nygci.com