L3 Application Support Engineer (Production Support)

Job Title: L3 Application Support Engineer (Production Support)

Location: Mumbai

Experience: Minimum 3 Years (L3 / Senior L2)

Role Type: Full-time

Role Overview

We are seeking a skilled L3 Application Support Engineer to manage and resolve complex production issues for business-critical applications. The role involves deep-dive analysis at the application and database level, ensuring high availability, performance, and adherence to ITIL-driven support processes.

Key Responsibilities

• Provide L3 / Senior L2 production support for enterprise applications.
• Analyze and resolve application and frontend errors , including root cause identification at the database level .
• Write and optimize advanced SQL queries , including complex joins, subqueries, GROUP BY vs HAVING, and identity columns.
• Perform database performance troubleshooting , including:
• Identifying slow queries
• Analyzing logs
• Resolving expensive query issues
• Support and debug basic PL/SQL components such as procedures, scheduled jobs, and packages.
• Handle production data fixes, DB updates, and scheduled jobs following defined approval and change management processes.
• Actively manage ITIL processes , including:
• Incident Management
• SLA adherence
• Escalations
• Root Cause Analysis (RCA)
• Work on ticketing and workflow tools such as ServiceNow, JIRA, Zoho, or Remedy .
• Collaborate with development, QA, and infrastructure teams to ensure quick resolution and system stability.

Required Skills & Experience

• 3+ years of experience in L3 or Senior L2 Application / Production Support.
• Strong hands-on expertise in SQL (complex queries and performance tuning).
• Working knowledge of PL/SQL (procedures, jobs, debugging).
• Solid understanding of production support environments and live issue handling.
• Practical experience with ITIL-based support operations .
• Proficiency in at least one ticketing tool : ServiceNow, JIRA, Zoho, or Remedy.
• Experience working in production environments with controlled changes and approvals .

Preferred (Good to Have)

• Exposure to high-availability or business-critical systems.
• Experience supporting applications with large transactional databases.
• Strong documentation and communication skills.