Silicon Stack - L2 Application Support Engineer - Incident Management

About the Role :

We are seeking a dedicated L2 Application Support Engineer to join our dynamic support team. This role is critical in providing timely and efficient technical support, resolving incidents, and ensuring high availability and performance of business-critical applications.

You will act as a bridge between the 1st Level Support team and the engineering / development teams, ensuring customer satisfaction and SLA compliance.

Key Responsibilities :

• Accurately log all contacts, including incidents, service requests, feedback, and inquiries received via telephone, email, or web portal into the Incident Management System (IMS).
• Proactively manage your incident queue to meet and exceed the agreed Service Level Agreements (SLAs).
• Diagnose, troubleshoot, and resolve incidents efficiently, leveraging your technical expertise and problem-solving skills.
• Maintain detailed and clear documentation in the IMS, including internal notes and customer communications, ensuring traceability and transparency.
• Assign incidents to appropriate teams or escalation groups for swift resolution when necessary.
• Monitor and track incident progress, ensuring timely restoration of services in line with SLA targets.
• Provide customers and internal stakeholders with regular, accurate updates on incident status and resolution steps.
• Escalate incidents promptly to the Team Leader or relevant escalation points when facing potential SLA breaches or complex issues.
• Deliver efficient, professional, and courteous customer support, demonstrating strong interpersonal and communication skills.
• Build and maintain positive relationships with customers and cross-functional teams.
• Provide mentorship and on-the-job training to new team members, supporting their onboarding and development.
• Collaborate actively in pilot testing, service improvement initiatives, and load support processes.
• Attend regular team meetings to discuss issues, share knowledge, and contribute to process improvements.
• Adhere to scheduled shift patterns, phone rostering, and weekend support as required, ensuring continuous service availability.
• Participate in night shifts and weekend incident coverage on an as-needed basis to provide round-the-clock support.
• Develop, maintain, and update Knowledge Base articles documenting common issues, resolutions, and best practices escalated from 1st Level Support.
• Conduct training sessions for 1st Level Helpdesk staff to enhance overall team skills and reduce escalations.
• Document detailed resolution steps and processes to improve future incident handling efficiency.
• Participate in all scheduled internal and external training to keep skills and knowledge current with evolving technologies.
• Engage in continuous process and service improvement initiatives to enhance the support function.

Other Responsibilities :

Required Skills & Qualifications :

(ref : hirist.tech)