L2 Application Support Engineer

Job Description : Responsibilities :

• Provide Level 2 application support, resolving incidents and service requests for critical business applications within defined SLAs.
• Adhere strictly to ITIL processes for Incident Management, Problem Management, Change Management, and Service Request Fulfillment.
• Perform in-depth troubleshooting and root cause analysis for complex application issues.
• Utilize strong expertise in UNIX commands to navigate file systems, check logs, monitor processes, and perform basic system administration tasks on application servers.
• Write and execute complex SQL queries to analyze application data, diagnose issues, and generate reports from databases.
• Monitor application performance and system health using monitoring tools, identifying anomalies and potential issues proactively.
• Escalate complex or unresolved issues to Level 3 support or development teams as per defined procedures, providing detailed information and analysis.
• Participate in a 24 / 7 rotational support schedule, including night shifts, weekends, and holidays, to ensure continuous application coverage.
• Perform routine application maintenance tasks, including log analysis, cleanup activities, and health checks.
• Collaborate effectively with cross-functional teams, including development, infrastructure, database administrators, and other support teams.
• Document troubleshooting steps, incident resolutions, and knowledge base articles for future reference.
• Contribute to the development and improvement of support processes and procedures.
• Assist in the testing of application patches, upgrades, and new deployments from a support perspective.
• Ensure compliance with security policies and procedures while accessing and supporting applications.
• Communicate effectively with users and stakeholders regarding incident status and resolution.

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ref : hirist.tech)