Job Title: L3 Application Support Engineer (Production Support)
Location: Mumbai
Experience: Minimum 3 Years (L3 / Senior L2)
Role Type: Full-time
Role Overview
We are seeking a skilled L3 Application Support Engineer to manage and resolve complex production issues for business-critical applications. The role involves deep-dive analysis at the application and database level, ensuring high availability, performance, and adherence to ITIL-driven support processes.
Key Responsibilities
- Provide L3 / Senior L2 production support for enterprise applications.
- Analyze and resolve application and frontend errors, including root cause identification at the database level.
- Write and optimize advanced SQL queries, including complex joins, subqueries, GROUP BY vs HAVING, and identity columns.
- Perform database performance troubleshooting, including:
- Identifying slow queries
- Analyzing logs
- Resolving expensive query issues
- Support and debug basic PL/SQL components such as procedures, scheduled jobs, and packages.
- Handle production data fixes, DB updates, and scheduled jobs following defined approval and change management processes.
- Actively manage ITIL processes, including:
- Incident Management
- SLA adherence
- Escalations
- Root Cause Analysis (RCA)
- Work on ticketing and workflow tools such as ServiceNow, JIRA, Zoho, or Remedy.
- Collaborate with development, QA, and infrastructure teams to ensure quick resolution and system stability.
Required Skills & Experience
- 3+ years of experience in L3 or Senior L2 Application / Production Support.
- Strong hands-on expertise in SQL (complex queries and performance tuning).
- Working knowledge of PL/SQL (procedures, jobs, debugging).
- Solid understanding of production support environments and live issue handling.
- Practical experience with ITIL-based support operations.
- Proficiency in at least one ticketing tool: ServiceNow, JIRA, Zoho, or Remedy.
- Experience working in production environments with controlled changes and approvals.
Preferred (Good to Have)
- Exposure to high-availability or business-critical systems.
- Experience supporting applications with large transactional databases.
- Strong documentation and communication skills.
