L3 Application Support Engineer - ITIL (6-8 yrs)

Job Description :

We are seeking a highly skilled and experienced L3 Application Support Engineer to join our team in Chennai (Kotturpuram).

You will be responsible for providing advanced technical support for our business-critical applications, ensuring their stability, performance, and availability.

This role requires a strong technical background, excellent troubleshooting skills, and the ability to work effectively in a fast-paced, 24/7 support environment.

Responsibilities :

- Provide L3-level support for complex application issues, including troubleshooting, root cause analysis, and resolution.

- Work within the ITIL framework, adhering to Incident Management, Problem Management, and Change Management processes.

- Monitor application performance, identify potential bottlenecks, and implement proactive measures to prevent issues.

- Perform advanced troubleshooting using UNIX commands to analyze system logs, identify errors, and diagnose problems.

- Write and execute complex SQL queries to extract data, analyze database performance, and resolve data-related issues.

- Collaborate with development teams to resolve application defects and implement enhancements.

- Develop and maintain documentation for application support procedures, knowledge base

articles, and troubleshooting guides.

- Participate in on-call rotations to provide 24/7 support for critical applications.

- Coordinate with vendors and external support teams to resolve application-related issues.

- Implement and maintain application monitoring tools and dashboards.

- Identify opportunities for process improvement and automation to enhance application

support efficiency.

- Ensure compliance with IT security policies and procedures.

- Provide technical guidance and mentorship to L1 and L2 support teams.

Skills :

- ITIL Process : Must have a strong understanding of and experience working within ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.

- UNIX Commands : Strong hands-on experience with UNIX commands for system navigation, log analysis, process management, and file manipulation.

- SQL, Query Writing : Strong experience in writing and executing complex SQL queries to retrieve data, analyze performance, and troubleshoot database-related issues.

- 24/7 Support : Must have prior experience working in a 24/7 support environment and be ready to work in rotational shifts, including nights and weekends.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- 6 - 8 years of experience in application support, with a focus on L3 support.

- Proven experience in troubleshooting and resolving complex application issues in a

production environment.

- Strong understanding of application architecture, including server-side technologies,

databases, and networking.

- Excellent analytical, problem-solving, and debugging skills.

- Strong communication (written and verbal) and interpersonal skills.

- Ability to work effectively under pressure and in a fast-paced environment.

- Ability to work independently and as part of a team