Job Summary

Experience -Typically 4+ years of experience in application / production support 

Job Description -The L2 Application Support Engineer is responsible for managing application incidents, performing root cause analysis, ensuring system stability, and maintaining application availability in line with SLAs.  

• Adhering to SLAs 
• ITIL Processes awareness (Incidents / Change / Service requests ) 
• Reporting to the Track Lead / Team Lead 
• Helping team members in case of Issues/Technical Problems 
• Perform detailed troubleshooting and resolution of application issues  
• Manage high-priority incidents and ensure timely resolution  
• Validate solutions with users and ensure proper ticket closure 

Understanding of Multi-geo support environment 

Monitoring and Operations 

• Monitor application health, alerts, and production environment  
• Knowledge on multiple monitoring tools 
• Perform routine health checks on application servers and services  
• Ensure availability and performance as per SLA commitments 

Troubleshooting and RCA 

• Analyze logs, errors, and system behavior  
• Perform RCA for recurring incidents and implement preventive fixes  
• Work on performance tuning and stability improvements 

Change and Release Support 

• Support deployments, releases, and configuration changes  
• Participate in patching, upgrades, and migration activities  
• Follow ITIL processes for change management 

Coordination and communication 

• Coordinate with other teams, developers, vendors, and infrastructure teams  
• Provide regular updates to stakeholders on incidents and issues  
• Work across multi-geo environments and different technology teams 

Key Responsibilities

Documentation & Knowledge Management 

• Prepare and maintain runbooks, SOPs, and known error databases  
• Document incidents, fixes, and troubleshooting procedures 

Technical Requirement 

• Deploy and manage API Gateway, traffic manager, and analytics components 
• Handle API lifecycle management including versioning, publishing, and governance 
• Implement throttling, caching, and rate limiting policies 
• Linux/Unix and Windows environments  
• Log analysis and debugging  
• monitoring and healthcheck  
• SSL configuration 
• Patch updates 
• Knowledge on performance tuning  
• Familiarity with ticketing tools (ServiceNow, JIRA) 

Skill Requirements

Required Skills -Strong experience in WSO2 Suite:  

• API Manager (APIM) 
• Micro Integrator / Enterprise Integrator (MI/EI/ESB) 
• Identity Server (IS) 
• Experience in REST / SOAP Web services 
• Experience in handling XML, JSON, XSLT, XPath 
• Integration Patterns EIP 
• Experience in monitoring WSO2 environments (API, Integration, Services) 
• Code deployment, Configuration changes 
• Debug issues in API calls, (REST / SOAP) 
• Support performance tuning activities (thread pools, JVM tuning with guidance) 
• API Gateway security policies 
• Strong knowledge and experience in Linux/Unix and Windows platform 
• Should be familiar with DB configuration  
• Experience in performance tuning. 
• Basic knowledge in LoadBalancer, Firewall and Networking 
• Handson experience in SSL certificate installation management 
• Experience in Supporting P1/P2 high priority incidents. 
• Experience in documenting, recording, and updating incidents in ITSM tools along with creation of Runbooks and SOPs for Application’s involved. 
• Understanding and experience on deployments and release management process 
• Basic understanding of Networks with skills around Telnet , Netstat and DNS  MQ support, 
• Support experience on IBM MQ 
• MQ queue management 
• Should be familiar with MQ commands in Linux. 
• MQ explorer 
• MQ integration with other applications. 

Other Requirements

Soft Skills -Excellent communication and conversation skills (Verbal and Written) 

• Excellent customer handling skills 
• Good documentation skills 
• Strong analytical skills and problem-solving capabilities 
  
   

Desired skills :  

Knowledge and hands-on experience in other middleware servers like Apache, Tomcat, IIS, Weblogi, Jboss would be an added advantage.