Job Description

Position Summary

The L2 Application Support Engineer provides 24x7 operational, technical, and functional support for business-critical applications and platforms. The role is the primary escalation point for incidents and service requests transferred from L1, performing in-depth troubleshooting, issue resolution, root cause analysis, and coordination with L3 Engineering, Development, Infrastructure, and Vendor teams.

The position helps maintain application availability, service stability, SLA adherence, and consistent support delivery across regions and time zones.

Shift & Availability Requirements

24x7 rotational shift coverage, including weekends and holidays.
Participation in on-call support, critical incident response, and major production releases.
Timely and complete handover at the end of every shift.
Flexibility to support global operations across multiple time zones.

Key Responsibilities

Incident & Problem Management

Provide 24x7 support coverage through rotational shifts and on-call schedules.
Respond to and resolve application, integration, reporting, and data-related incidents.
Analyze complex functional and technical issues and document initial root cause findings.
Escalate unresolved or code-level issues to L3 Engineering or external vendors.

Application & Production Support

Monitor application health, scheduled jobs, integrations, interfaces, and system performance.
Validate production issues and implement approved workarounds.
Troubleshoot data synchronization, workflow, configuration, access, and reporting issues.
Support releases, deployments, post-production validation, and hypercare activities.

Service Management

Manage incidents, service requests, and problem tickets within agreed SLAs.
Prioritize issues based on severity, business impact, and urgency.
Provide clear status updates during major incidents and participate in war-room activities.
Maintain accurate ticket history, resolution notes, and escalation records.

Knowledge & Operational Excellence

Maintain troubleshooting guides, FAQs, runbooks, and knowledge articles.
Perform daily health checks, queue monitoring, and SLA-risk reviews.
Ensure complete shift handovers with active incidents, risks, and next actions documented.
Identify recurring issues and recommend preventive or permanent corrective actions.

Stakeholder Collaboration

Work closely with L1 Service Desk, L3 Development, Infrastructure, Security, and Vendors.
Communicate effectively with business users and leadership during critical incidents.
Attend knowledge-transfer sessions and share relevant updates across support shifts.

Required Qualifications

AreaRequirement

Education Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.

Experience 0-3 years of IT application or production support experience, including 2-3 years in an L2 support role and exposure to a 24x7 environment.

Service Management Experience using an ITSM platform such as ServiceNow and working with incident, problem, change, and service-request processes.

Technical Foundation Hands-on capability in application troubleshooting, SQL/data validation, API or integration analysis, log review, monitoring, and enterprise application support.

Preferred Working knowledge of cloud platforms, reporting tools, low-code platforms, and ITIL principles.

Core Competencies

Strong analytical and structured problem-solving skills.
Clear written and verbal communication with technical and non-technical stakeholders.
Ability to remain calm, prioritize effectively, and work under pressure during major incidents.
Customer-focused approach with strong ownership and follow-through.
High-quality documentation, collaboration, and shift-handover discipline.
Ability to work effectively across global teams and time zones.

Key Performance Indicators

SLA complianceMean time to acknowledge and resolveIncident resolution and reopen rateTicket backlog and aging

Major incident response effectiveness Customer satisfaction Knowledge-base contributions Shift-handover quality

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

Our Strategic Priorities

Customer Focus

Operational Excellence

High-Performance Culture

Innovation

Financial Strength

Our Behaviors

Own It

Act With Urgency

Foster a Customer-First Mindset

Think Big and Execute

Lead by Example

Drive Continuous Improvement

Learn and Seek Out Development

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [HIDDEN TEXT]. If you are interested in applying or learning more about this role, please visit the company's career page located on Vertiv.com/Careers

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

About Us

The successful candidate will embrace Vertiv's Core Principles & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPLES: Safety. Integrity. Respect. Teamwork. Inclusion.

OUR STRATEGIC PRIORITIES

High-Performance Culture
Customer Focus
Operational Excellence
Innovation
Financial Strength

VERTIV BEHAVIORS

Own it
Act with urgency
Foster a customer-first mindset
Think big and execute
Lead by example
Drive continuous improvement
Learn and seek out development
Promote transparent & open communication

About Vertiv

Vertiv (NYSE: VRT) brings together hardware, software, analytics and ongoing services to enable its customers vital applications to run continuously, perform optimally and grow with their business needs. Vertiv solves the most important challenges facing today's data centers, communication networks, and commercial and industrial facilities with a portfolio of power, cooling and IT infrastructure solutions and services that extend from the cloud to the edge of the network. Headquartered in Westerville, Ohio, USA, Vertiv employs around 34,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to [HIDDEN TEXT]

Application Development & Support Senior Analyst

Application Development & Support Senior Analyst