L2/L3 Application Support Engineer (4-7 yrs)

Job Summary :

We are seeking a highly skilled and proactive L2/L3 Application Support Engineer with a strong technical foundation in Java, SQL, and Unix/Linux to join our dynamic support team in either Bangalore or Hyderabad. In this hybrid role, you will be responsible for providing advanced technical support, troubleshooting complex issues, and ensuring the stability and performance of our critical enterprise applications.

You will leverage your expertise in application debugging, database management, and scripting to resolve incidents, identify root causes, and collaborate with development teams to implement effective solutions. This is an excellent opportunity to contribute to a high-availability environment and further develop your technical and problem-solving skills within a structured IT service management framework.

Key Responsibilities :

Advanced Application Support :

- Provide expert L2 and L3 level application support, including in-depth troubleshooting, root cause analysis, and resolution of complex technical incidents for enterprise applications.

Database Management & Scripting :

- Develop, maintain, and execute SQL queries, stored procedures, and database scripts to analyze data, troubleshoot issues, and perform necessary database operations.

- Utilize database debugging techniques to identify and resolve data-related problems.

Unix/Linux Environment Management :

- Work extensively in Unix/Linux environments for log analysis, system monitoring, and executing shell scripts for automation and diagnostic purposes.

Collaboration with Development Teams :

- Effectively collaborate with development teams to escalate complex issues, provide detailed problem analysis, and contribute to the identification and implementation of permanent fixes.

ITSM & SDLC Adherence :

- Follow IT Service Management (ITSM) best practices, including incident management, problem management, change management, and knowledge management.

- Adhere to Software Development Life Cycle (SDLC) processes within the support context.

System Availability & Performance :

- Proactively monitor application performance and system health to ensure high availability and identify opportunities for optimization.

- Implement proactive measures to prevent recurring issues.

Documentation & Knowledge Sharing :

- Create and maintain comprehensive documentation for troubleshooting steps, known issues, and resolutions.

- Contribute to knowledge base articles to facilitate efficient issue resolution.

On-Call Support :

- Participate in an on-call rotation schedule to provide support for critical production issues outside of regular business hours when required.

Must-Have Skills :

L2/L3 Application Support Experience :

- Minimum of 4+ years of hands-on experience in providing L2 and L3 level application support for enterprise-grade applications.

Programming & Debugging Skills :

- Strong programming and debugging skills in at least one of the following languages : Java, Python, or C++.

- Proficiency in analyzing application logs and code to identify root causes.

Unix/Linux Proficiency :

- Solid understanding of Unix/Linux operating systems, including navigating the file system, using common commands, and writing and executing shell scripts for automation and system administration tasks.

SQL & Database Skills :

- Expertise in writing complex SQL queries, stored procedures, and cursors.

- Proven ability to perform database debugging and troubleshoot data-related issues across various database systems.

ITSM & SDLC Knowledge :

- Thorough understanding of ITIL or other ITSM frameworks and experience working within defined incident, problem, and change management processes.

- Familiarity with SDLC principles.

Communication & Problem-Solving :

- Excellent verbal and written communication skills with the ability to clearly articulate technical issues and solutions to both technical and non-technical audiences.

- Strong analytical and problem-solving skills with a methodical approach to issue resolution.