Sr Product Sustenance Engineer

Key Responsibilities:

• Provide Level 2 support for enterprise applications – including diagnosis, investigation, and resolution.
• Handle application incidents and service requests within defined SLAs.
• Work collaboratively with business teams, application owners, and technical teams.
• Troubleshoot application issues including analysis of IIS and Windows event logs.
• Perform SQL/T-SQL query execution and data analysis for incident resolution.
• Track and manage issues using ticketing systems throughout their lifecycle.
• Coordinate with Level 3 support teams for bug resolution and enhancement requests.
• Ensure adherence to ITIL processes in day-to-day operations.
• Participate in root cause analysis and support problem management activities.
• Collaborate effectively across geographies and functional teams.
• Maintain strong customer coordination and ensure effective communication.
• Contribute to knowledge base articles and documentation of support activities.
• Provide on-call support in a 24x5 operational environment.