PureSoftware - L2 Application Support Engineer - ITIL / Ticketing System

Job Title : L2 Application Support : : 68 Summary :

We are seeking an experienced L2 Application Support Engineer to join our team in Bangalore. The ideal candidate will have a strong background in ITIL processes, application monitoring, SQL-based troubleshooting, and cloud environments. The role involves ensuring seamless application performance, resolving critical issues within defined SLAs, and collaborating with stakeholders to deliver high-quality support Responsibilities :

• Provide Level 2 application support for business-critical applications.
• Manage incidents, service requests, change requests, and problem tickets in alignment with ITIL best practices.
• Monitor application performance, analyze logs, and troubleshoot issues in cloud environments (Azure, GCP).
• Prioritize and resolve critical issues while ensuring SLA adherence.
• Work closely with stakeholders for effective communication and status reporting.
• Participate in weekend support on a rotational / on-demand basis.
• Perform debugging, performance tuning, and troubleshooting of complex SQL queries.
• Maintain and enhance SSRS reports and SSIS packages.
• Support ETL processes and manage MS SQL Server cluster configurations.
• Collaborate with development and infrastructure teams to resolve application-related Skills & Experience :
• Minimum 3 years of hands-on experience with ITIL processes (Incident, Service Request, Change Management, Problem Management).
• Proficiency with ticketing tools for ITIL process management.
• Strong communication skills and proven stakeholder management abilities.
• Basic understanding of .NET web applications, IIS, web services, and web hosting architecture.
• Experience in application monitoring and log analysis in cloud environments (Azure, GCP).
• Hands-on expertise in ETL processes.
• Strong knowledge of MS SQL Server (queries, debugging, performance tuning).
• Experience with SSRS and SSIS.
• Understanding of MS SQL Server clustering.

(ref : hirist.tech)