Job Summary
Position Overview
We are looking for an energetic and detail‑oriented Application Support Engineer (L2 + L3) to support enterprise productivity and collaboration platform maintenance in an SRE‑driven operating model. This role combines first‑line and second‑line support, including incident troubleshooting, configuration management, platform‑aware tasks, stability checks, and ongoing optimization activities.
The ideal candidate will help ensure application stability, performance, and continuous improvement while supporting MS O365 services, MS Power Platform, MS Project, MS SharePoint, MS SQL, and related enterprise tools.
This is an excellent role for freshers or early‑career engineers eager to grow into SRE, Platform DevOps, or advanced application engineering roles.
Key Responsibilities
Key Responsibilities
1. Incident & Service Request Handling (L2 + L3 Scope)
Monitor workflow failures, access issues, integration alerts, and platform dashboards; acknowledge and respond within defined SLAs/SLOs.
Perform initial troubleshooting using service logs, SQL checks, SharePoint validations, Power Platform flow history, and runbooks.
Restore services by executing recommended actions (workflow reruns, permission corrections, cache refreshes, scheduled job restarts).
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 parameter updates, permissions, site configurations, workflow changes, and platform settings across O365 and related systems.
Assist in solution deployments during release windows, including pre‑checks, validations, and rollback support.
Maintain Power Apps/Flows, SharePoint lists/libraries, FileMaker components, and configuration items within version‑controlled repositories.
Execute tasks to keep application components current, optimized, and stable.
3. Application Stability & Daily Operational Checks
Perform scheduled health checks, workflow monitoring, integration validations, and log analysis.
Ensure smooth functioning of SharePoint sites, Power Platform automations, MS Project components, and SQL‑supported application operations.
Validate records, capacity thresholds, scheduled jobs, backups, and overall service health metrics.
4. SRE‑Conscious Operations & Automation Participation
Follow SRE practices such as runbook execution, error‑budget awareness, and RCA discipline.
Identify recurring issues and propose automation or runbook improvements.
Contribute to Knowledge Base (KB) articles and troubleshooting guides.
Support continuous improvement initiatives across reliability, observability, and operational efficiency.
5. Tools & Platforms Exposure
Enterprise Tools: MS O365, MS Power Platform, MS Project, MS SharePoint, MS SQL, FileMaker – troubleshooting workflows, integrations, and configurations.
Utilities: Dynatrace monitoring, Figma for UI documentation, Confluence for knowledge management, Honeywell Voice tools, and IBM Rational components.
Change Management: Git, Azure Repos, or equivalent version‑control tools.
Monitoring Tools: Dynatrace dashboards, O365 admin insights, SharePoint health pages, and SQL monitoring outputs.
Freeware/Open‑source tools: Git (documentation), Postman/Notepad++ (auxiliary), curl/OpenSSL for API simulations.
Skill Requirements
Mandatory Requirements
2- 4 years of experience in application support, production support, or software maintenance.
Basic understanding of:
O365 services, SharePoint sites, and workspace behaviors
Power Platform flows, apps, and automation components
SQL basics – ability to run simple SELECT queries
FileMaker structures and data objects
Workflow reruns, configuration checks, and integration failure investigation
Familiarity with O365 admin tools, Power Platform monitoring, and versioning utilities.
Strong analytical and troubleshooting mindset.
Willingness to work in rotational shifts and learn rapidly.
Good to Have
Exposure to Dynatrace monitoring, SharePoint Online admin tools, or enterprise dashboards.
Knowledge of automation scripting (PowerShell/Python) for operations.
Understanding of solution optimization, workflow performance basics, and data indexing.
Awareness of ITIL processes (Incident, Change, Problem).
Basic understanding of integrations and log/dump analysis.
Soft Skills
Strong communication and documentation skills.
Ability to think logically and solve problems under pressure.
Proactive learning attitude and adaptability.
Team player with a customer‑first mindset.
Key Performance Indicators (KPIs)
Incident response & resolution speed (MTTA/MTTR).
Ticket quality and adherence to SLAs.
Accuracy and completeness of documentation and runbooks.
Contribution to stability improvements and SLO adherence.
Participation in automation and process optimization efforts."