L2 Application Support Engineer

The L2 Application Support Engineer is responsible for providing second-level technical support for business applications, ensuring system stability, performance, and timely issue resolution within agreed service levels.

This role takes ownership of application incidents from initial investigation through resolution, performing root cause analysis, implementing configuration changes, and coordinating with cross-functional technical and business teams to resolve complex issues. The position requires strong analytical and troubleshooting skills, attention to detail, and the ability to communicate effectively with both technical and non-technical stakeholders while maintaining high service quality standards.

Duties and Responsibilities:

• Take ownership of application incidents from initial investigation through resolution, ensuring timely progress, follow-up, and resolution within agreed SLAs.

• Perform detailed troubleshooting including log analysis, database queries, and system checks.

• Investigate and resolve application incidents escalated from L1 and L2 support, while coordinating with relevant L2 teams.

• Conduct root cause analysis (RCA) for recurring or high-impact issues and document findings.

• Implement approved configuration changes and minor application fixes where applicable.

• Coordinate with cross-functional technical and non-technical stakeholders, providing regular status updates, managing expectations, and driving issues toward resolution.

• Provide clear and timely communication to business stakeholders, including sales representatives, customer service agents, and other impacted users, regarding incident status, resolution progress, and expected timelines. • Lead the coordination with technical & non-technical stakeholder groups to resolve issues with 48-hour SLAs.

• Monitor application health, performance metrics, and batch job execution to ensure system availability.

• Validate application deployments and support go-live activities when required.

• Maintain incident records, technical documentation, and knowledge base articles.

• Assist in user acceptance testing (UAT) and post-release validation activities.

• Identify opportunities for process improvement, automation, and incident reduction.

• Manage and prioritize L2 support incidents, service requests, problem investigations, and continuous improvement activities within an Agile/Scrum framework, participating in relevant Scrum ceremonies and ensuring support work is visible and appropriately prioritized.

Qualifications:

• Education: o Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.

• Work Experience: o 2–4 years of experience in Application Support and Production Support.

Skills & Competencies:

• Proven ability to perform root cause analysis and document findings clearly.

• Strong communication skills are essential for effective collaboration with both technical and non-technical stakeholders.

• Working knowledge of database concepts and query execution (e.g., SQL).

• Ability to analyze application logs and monitoring tools.

• Familiarity with ITSM tools (e.g., Jira, HDA, ServiceNow, or similar).

• Basic scripting or automation skills (e.g., PowerShell, Bash, or similar) are an advantage.

• Understanding of Software Development Lifecycle (SDLC).

• Knowledge of incident, problem, and change management processes.

• Ability to work effectively under pressure during major incidents or production issues.

• Working knowledge of Agile/Scrum practices and experience managing, prioritizing, and tracking support or technical activities within an Agile/Scrum delivery model.

Effort & Workload:

• Perform operational and troubleshooting tasks requiring attention to detail and technical analysis.

• Manage low to moderate ticket volumes within defined service level agreements (SLAs).

• Participate in incident bridges and support calls during critical incidents when required.

• Work under guidance of product managers, technical leads to meet task expectations and deliverables.

• Participate in relevant Scrum ceremonies, including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives, as applicable to L2 support activities.

Responsibility & Supervision:

• Responsible for investigation and resolution of escalated application incidents within SLA targets.

• Accountable for maintaining accurate documentation, incident records and technical knowledge articles.

• Contributes to system stability and continuous improvement of support processes.

• This role does not have direct supervisory responsibilities.