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 

Key Responsibilities

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 
  

  Documentation & Knowledge Management 

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

Skill Requirements

Technical Requirement 

• Maintain and support Webservers and Appservers ( Apache, Tomcat, Jboss, Weblogic)  
• Linux/Unix and Windows environments  
• Application deployments 
• Log analysis and debugging  
• monitoring and healthcheck  
• Database Configuration with Appserver 
• SSL configuration 
• Patch updates 
• Knowledge on performance tuning  
• Experience in config changes in Apache, Tomcat, Jboss, Weblogic servers 
• Familiarity with ticketing tools (ServiceNow, JIRA) 

Other Requirements

Required Skills : Hands on Experience in managing Application/Web Servers like JBoss, Apache Tomcat, IIS, Wildfly on Windows, Linux and Unix Platforms. 

• Strong knowledge in Manage domains, clusters, node manager, and deployments 
• Should be familiar with debugging of application data issues and server health check/monitoring. 
• Maintain Knowledge base and provide first level resolution. 
• Strong knowledge and experience in Linux/Unix and Windows platform 
• Should be familiar with DB configuration with App servers 
• 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. 
• Should have understanding about monitoring, maintainability, and support with exposure to tools such as AppDynamics, Dynatrace etc. 
• Experience in documenting, recording, and updating incidents in ITSM tools along with creation of Runbooks and SOPs for Application’s involved. 
• Should be cognizant of incident management, problem management, change management and release management. 
• Understanding and experience on deployments and release management process 
• Basic understanding of Networks with skills around Telnet , Netstat and DNS  

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

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