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L2 Application Support Engineer

L2 Application Support Engineer

Akshaya IT Business solutionsChennai
30+ days ago
Job description

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.

Technical Skills :

  • ITIL Processes : Strong working knowledge and practical experience with ITIL framework, particularly Incident, Problem, and Change Management.
  • UNIX / Linux Commands : Strong expertise in working with UNIX or Linux operating systems and using command-line interface for system navigation, log analysis, process monitoring, and scripting.
  • SQL : Strong proficiency in writing and executing complex SQL queries for data retrieval, analysis, and troubleshooting. Experience with specific database systems (e.g., Oracle, SQL Server, MySQL) is a plus.
  • Application Monitoring Tools : Experience with application performance monitoring (APM) and system monitoring tools (e.g., Nagios, SolarWinds, Dynatrace, Splunk).
  • Log Analysis : Ability to analyze application logs, system logs, and database logs to identify the root cause of issues.
  • Troubleshooting Methodologies : Proven ability to apply logical troubleshooting methodologies to diagnose and resolve application problems.
  • Basic Networking : Understanding of basic networking concepts relevant to application connectivity and troubleshooting.
  • Scripting (Beneficial) : Basic scripting skills (e.g., Shell scripting, Python) for automating routine tasks are a plus.
  • Specific Application Technologies (If applicable) : Experience with specific application technologies (e.g., Java, .NET, middleware) is a plus.
  • Functional Skills :

  • Strong analytical and problem-solving skills with the ability to quickly understand complex application behavior and diagnose issues.
  • Excellent communication skills (verbal and written) to interact effectively with technical teams, business users, and stakeholders, especially during critical incidents.
  • Ability to work effectively under pressure and handle multiple incidents simultaneously in a fast-paced 24 / 7 environment.
  • Strong attention to detail and accuracy in performing troubleshooting steps and documenting issues.
  • Ability to work independently and as part of a team in a rotational shift structure.
  • Strong sense of ownership and responsibility for resolving issues and maintaining application stability.
  • Good documentation skills.
  • Qualifications :

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of 7 years of hands-on experience in L2 Application Support.
  • Proven experience working with ITIL processes.
  • Strong technical skills in UNIX commands and SQL query writing.
  • Prior experience working in a 24 / 7 support environment and readiness to work rotational shifts.
  • Excellent troubleshooting and problem-solving abilities.
  • Strong communication skills.
  • ref : hirist.tech)

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    Application Support Engineer • Chennai