Job Summary

The L3 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 ) 
• 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 
• Responsible for new implementations / version updates 
  
  

  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 
    
    
    

Key Responsibilities

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 
    

    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)  
• Version updates and major configuration changes 
• Linux/Unix and Windows environments  
• Application deployments (Automation / Manual ) 
• 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. 
• Installation and configuration experience in Apache, Tomcat, Weblogic, Jboss,  
• 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) 

  Desired skills :

  • Knowledge and experience on IIS/ Biztalk management 
  • Knowledge and experience on WSO2 / API management. 
  • Knowledge and experience on Websphere , MQ , administration. 
    

    Having this knowledge would be advantage. 

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