L2 Application Support Engineer

Overview

Provide L2 production application support within the Production Support and Operations team, handling incidents and problems, ensuring availability and SLA adherence, and coordinating with L1 and L3 groups.

What you'll do

• Acknowledge and own incidents escalated by L1 support or monitoring alerts.
• Perform in-depth troubleshooting and root-cause analysis across applications, databases, middleware, and infrastructure.
• Apply approved workarounds or hotfixes to restore services and reduce business impact.
• Monitor application health, batch jobs, integrations, and performance using observability tools.
• Validate deployments and patches during maintenance windows and manage application configuration and environment settings.
• Provide critical incident status updates to stakeholders and participate/lead technical incident bridges.
• Document runbooks/SOPs and contribute to PIRs and RCA documentation.

What you'll need

• 5+ years in application support, technical support, or systems engineering (preferably enterprise/financial services).
• Shell scripting (Bash), PowerShell, or Python for automation and log analysis.
• Strong SQL skills (Oracle, MS SQL, Sybase, or PostgreSQL) including complex queries and execution plan analysis.
• Working knowledge of Apache, Tomcat, Nginx, WebSphere, and messaging queues (IBM MQ, RabbitMQ, or Apache Kafka).
• Familiarity with Docker, Kubernetes, OpenShift, or AWS/Azure concepts for container deployments.
• Hands-on monitoring/logging tool experience (e.g., Splunk, ELK, AppDynamics, Dynatrace, Grafana, ITRS Geneos).
• Experience with ITSM/ticketing (ServiceNow or Jira) and version control (Git or Bitbucket).

Details

• Job family: Applications Support.
• Time type: Full time.