Application Support Engineer

Role Overview:

We are looking for an Application Support Engineer to manage L1/L2 support operations, ensure application stability and incident management. This role involves close collaboration with engineering and infrastructure teams to resolve issues and maintain high system performance.

Key Responsibilities:

• Manage and resolve L1/L2 support tickets including issue diagnosis, replication and log analysis
• Monitor application performance, alerts and incidents to ensure uptime and SLA adherence
• Escalate complex issues with detailed documentation and coordinate with engineering teams for resolution
• Conduct root cause analysis (RCA) and track long-term fixes
• Maintain runbooks, SOPs and troubleshooting documentation
• Support production deployments and validate system performance post-release
• Communicate effectively with stakeholders during incidents and provide regular updates
• Identify recurring issues and recommend preventive improvements
• Mentor junior team members and help define support processes and escalation models

Required Skills & Experience:

• 25 years of experience in Application/Production Support
• Strong understanding of web applications, APIs and system integrations
• Experience with SQL, log analysis and monitoring tools
• Familiarity with ticketing systems (e.g., Jira, ServiceDesk)
• Exposure to cloud environments (AWS/Azure) is a plus
• Strong problem-solving and stakeholder management skills

Work Environment:

• Based in Mumbai with a flexible work setup
• May require availability beyond standard working hours for critical support