Job Description
The Senior Application Support Engineer is responsible for
L2 support of business-critical applications. The role focuses on incident resolution, request fulfilment, and ensuring the day-to-day stability and usability of applications. This is a
non-development role that works closely with SRE, Development, and business stakeholders.
Key Responsibilities
L2 Incident Management
- Act as L2 escalation point for application incidents raised by L1/Service Desk or business users.
- Perform functional and technical troubleshooting using logs, monitoring dashboards, and runbooks.
- Resolve known issues and apply documented workarounds within defined procedures.
- Escalate incidents to SRE or Development with clear technical evidence (logs, timestamps, impact, steps to reproduce).
- Own incidents from a user perspective until closure, even when other teams are involved.
Request Fulfilment (BAU Changes)
- Handle standard service requests such as user access changes, configuration changes, and data corrections using approved tools and UIs.
- Validate requests (authorizations, approvals) according to defined policies.
- Ensure changes are performed safely and logged according to IT and audit requirements.
Monitoring & Operational Checks
- Perform daily/shift-based operational checks on applications using monitoring and dashboards provided by SRE/Dev.
- Proactively open incidents when anomalies are detected (before users are impacted).
- Track and follow up on scheduled jobs, interfaces, and critical business processes.
Knowledge & Documentation
- Maintain and improve support runbooks, troubleshooting guides, and internal knowledge base articles.
- Contribute to user-facing FAQs and simple how-to documentation in collaboration with Product/Application Owners.
Collaboration
- Work closely with:
- SRE Team on incident handling, monitoring improvements, and reliability topics.
- Development Teams on defects, root cause analysis, and post-release issues.
- Business Stakeholders to communicate incident status, impacts, and resolutions.
Compliance & Process
- Adhere to ITSM processes (Incident, Request, Problem, Change).
- Respect segregation-of-duties, security, and compliance requirements at all times.
- Participate in post-incident reviews and provide operational inputs.
Job Requirements
Qualifications & Experience:
- Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent; or equivalent practical experience.
- 2–4 years of experience in Application Support, IT Operations, or a similar L2 role in an enterprise environment.
- Experience working with ticketing/ITSM tools (e.g., ServiceNow, JIRA Service Management, BMC Remedy, etc.).
Skills & Competencies
Technical
- Good understanding of web applications, APIs, and databases at a conceptual level.
- Ability to read and interpret application logs and basic metrics (latency, error rates, CPU, memory, etc.).
- Basic SQL skills (mainly for read-only queries and troubleshooting; no schema change responsibility).
- Familiarity with monitoring tools (e.g., Grafana, Kibana, Datadog, or similar) is a plus.
Functional & Analytical
- Strong analytical and problem-solving skills.
- Ability to quickly understand business processes supported by the applications.
Soft Skills
- Clear and professional communication, especially when dealing with non-technical users.
- Strong sense of ownership and customer service mindset.
- Ability to work under pressure during incidents and in on-call/shift patterns if required.
- Team player, collaborative mindset with SRE and Dev teams.
