Application Support Engineer

Role: L2 Application Support Engineer

Location: Chennai / Pune (Hybrid)

Experience: 3 - 6 years

Shift: Rotational Shifts & Rotational Off

Role Summary

The L2 ARO Engineer provides advanced application support, focusing on Javabased troubleshooting, incident resolution, RCA, change support, and reliability improvements. The role serves as the primary escalation point for L1, partnering with development, infrastructure, and middleware teams to ensure availability, performance, and operational excellence.

Key Responsibilities

Incident & Problem Management

• Own endtoend resolution of incidents escalated from L1.
• Perform deep troubleshooting of Java applications, logs, JVM parameters, and platform components.
• Actively participate in or lead Major Incident (MI) bridges.
• Perform RCA and implement permanent fixes.
• Identify recurring issues, trends, and preventive actions.

Change, Release & Operational Readiness

• Review and support production changes related to applications/middleware.
• Perform postchange validation and production checkouts.
• Highlight risks related to Java versions, certificates, dependencies, and configurations.
• Ensure applications meet availability, performance, and resilience targets.

Monitoring, Automation & Maintenance

• Monitor application health, performance metrics, and system behavior.
• Develop and enhance automation scripts (Shell/Python/PowerShell) for health checks, validations, and repetitive tasks.
• Improve monitoring dashboards, alerts, and observability coverage.
• Maintain and update runbooks, SOPs, and KB articles.

Collaboration & Stakeholder Communication

• Work closely with Dev (L3/L4), Infrastructure, DB, Middleware, and Security teams.
• Serve as the primary operational contact for assigned applications.
• Provide clear technical updates during incidents and changes.

Skills & Qualifications

Technical Skills

• Strong Java fundamentals and troubleshooting.
• Strong Unix/Linux and networking skills.
• Scripting (Shell/Python/PowerShell) development & optimization.
• Experience with observability tools: Splunk, Grafana, AppDynamics, ELK.
• Solid understanding of ITSM processes (Incident, Problem, Change).
• Experience in RCA, DR validation, and resilience operations.

Soft Skills

• Strong analytical and problemsolving capabilities.
• Ownership mindset and ability to handle highpressure issues.
• Clear communication with stakeholders at all levels.

Experience & Education

• 36 years in application support, production operations, or ARO.
• Bachelors degree in engineering, Computer Science, or equivalent.

Working Conditions

• Rotational shifts including nights/weekends/holidays.
• Fast-paced environment with multiple priorities.
• Hybrid working model .