Senior Application Support Engineer

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.