Job Summary
Position Overview We are looking for an energetic and detail-oriented Application Support Engineer (L1 + L2) to support application maintenance in an SRE-driven operating model. This role combines first-line and second-line support, including incident troubleshooting, content management, source-code–aware tasks, stability checks, and ongoing optimization activities. Understanding of logs, traces, and monitoring tools.
Key Responsibilities
Skill Requirements
The ideal candidate will assist in ensuring application stability, performance, and continuous improvement while supporting code, configurations, Sitecore content workflows, and Azure-hosted services. This is an excellent role for freshers or early-career engineers eager to grow into SRE, DevOps, or application engineering roles. Key Responsibilities 1. Incident & Service Request Handling (L1 + L2 Scope) Monitor alerts, dashboards, and queues; acknowledge and respond within defined SLAs/SLOs. Perform initial troubleshooting using logs, basic SQL queries, config checks, and runbooks. Restore services by executing recommended actions (cache refresh, app restart, config validation). Escalate complex issues to senior engineers or development teams with clear documentation. Maintain accurate incident notes, timelines, and resolution steps. 2. Application Source Code & Content Operations Support content updates and publishing workflows in Sitecore. Assist in code/config deployments during release windows (pre-checks, post-validation, rollback support). Maintain application configurations, parameters, and version-controlled content. Execute operational tasks to keep application codebase and content current, optimized, and stable. 3. Application Stability & Daily Operational Checks Perform scheduled application health checks, background job monitoring, log audits, and performance reviews. Ensure availability of web apps, APIs, and batch processes hosted on Azure. Validate scheduled jobs, backups, indexing, and service health metrics daily. 4. SRE-Conscious Operations & Automation Participation Follow SRE practices such as runbook execution, error budget awareness, and RCA discipline. Identify recurring issues and propose ideas for automation or runbook improvements. Contribute to Knowledge Base (KB) articles and troubleshooting guides. Support continuous improvement initiatives for reliability, observability, and operational efficiency. 5. Tools & Platforms Exposure Azure: Fundamentals of App Services, Storage, Application Insights, Log Analytics, scaling basics. .NET Applications: IIS basics, web.config/appsettings understanding, API fundamentals. Oracle Database: Ability to run basic SQL queries for diagnostics and health checks. Sitecore: Content updates, publishing, cache clear, media library operations. Freeware/Open-source tools: Git, Postman, Notepad++, WinSCP, curl, command-line tools, Grafana (read-only). Mandatory Requirements 0–2 years of experience in application support, production support, or software maintenance. Basic understanding of: .NET application concepts (web apps, APIs, IIS) MS Azure basics (App Services, metrics, logs) SQL (Oracle) – ability to read/write simple SELECT queries Sitecore content workflows (training acceptable if not experienced) Familiarity with Git for code navigation and versioning. Strong analytical and troubleshooting mindset. Willingness to work in rotational shifts and learn rapidly. Good to Have Exposure to Azure Application Insights and basic KQL queries. Knowledge of Sitecore indexing, publish pipelines, and cache layers. Basic scripting exposure (PowerShell, Freeware,Bash, Azure CLI). Awareness of ITIL processes (Incident, Change, Problem).