Role Overview:
We are looking for a Senior Application Support Engineer to manage L1/L2 support operations, ensure application stability, and act as a key point of contact for incident management. This role involves close collaboration with engineering and infrastructure teams to resolve issues and maintain high system performance.
Key Responsibilities:
- Manage and resolve L1/L2 support tickets, including issue diagnosis, replication, and log analysis.
- Monitor application performance, alerts, and incidents to ensure uptime and SLA adherence.
- Escalate complex issues with detailed documentation and coordinate with engineering teams for resolution.
- Conduct root cause analysis (RCA) and track long-term fixes.
- Maintain runbooks, SOPs, and troubleshooting documentation.
- Support production deployments and validate system performance post-release.
- Communicate effectively with stakeholders during incidents and provide regular updates.
- Identify recurring issues and recommend preventive improvements.
- Mentor junior team members and help define support processes and escalation models.
Required Skills & Experience:
- 2–6 years of experience in Application/Production Support.
- Strong understanding of web applications, APIs, and system integrations.
- Experience with SQL, log analysis, and monitoring tools.
- Familiarity with ticketing systems (e.g., Jira, ServiceDesk).
- Exposure to cloud environments (AWS/Azure) is a plus.
- Strong problem-solving and stakeholder management skills.
Work Environment:
- Based in Mumbai with a flexible work setup.
- May require availability beyond standard working hours for critical support.
