SSE - Application Production Support

Hello,

Greetings from ZettaMine Labs Pvt Ltd!!

We are looking for Application Support Engineer (L2/L3) with exciting project opportunities.

Job Role: Application Support Engineer – L2/L3

Location: Bangalore

Notice Period: Immediate / 15 Days

Experience: 8-10 Years

Relevant Experience: Strong hands-on experience in L2/L3 Application & Production Support, ITIL processes, Advanced SQL, Incident/Problem/Change Management, RCA, Log Analysis, ServiceNow/ITSM, and 24x7 production environments.

Mandatory:

• Strong ITIL Process Knowledge – Incident, Problem, Change & Service Request Management
• Advanced SQL Expertise for troubleshooting, data analysis, and complex query writing
• Application/Production Support experience in a 24x7 environment
• Root Cause Analysis (RCA), Log Analysis & Incident Resolution
• ServiceNow or other ITSM Tool experience
• Excellent stakeholder communication skills

Good-to-Have:

• Cloud Platform Knowledge – Azure and/or AWS
• Excel Automation, VBA Macros, Pivot Tables & Reporting
• API and Application Integration understanding
• Batch Scheduling / Job Monitoring Tools
• Exposure to People, SGDIR, or IGG applications
• Application Monitoring Tools experience

Key Responsibilities:

• Provide L2/L3 application support for People, SGDIR, and IGG applications in a 24x7 production environment.
• Manage incidents, problems, changes, and service requests in accordance with ITIL processes.
• Perform advanced SQL-based troubleshooting, data analysis, and complex query writing.
• Conduct Root Cause Analysis (RCA) for recurring and critical production issues.
• Perform detailed application and log analysis to identify and resolve incidents.
• Monitor application health, performance, and production environments to ensure application stability.
• Automate operational reporting and repetitive activities using Excel, VBA Macros, Pivot Tables, and related tools.
• Work extensively with ServiceNow/ITSM tools for incident, problem, change, and service request management.
• Troubleshoot APIs, application integrations, and batch jobs.
• Monitor scheduled jobs and batch processes and take appropriate corrective actions.
• Work with Azure/AWS cloud platforms for application support and troubleshooting.
• Collaborate with development, infrastructure, database, cloud, and other technical teams for issue resolution.
• Engage with business and technical stakeholders and provide timely updates on production incidents.
• Maintain support documentation, troubleshooting procedures, knowledge articles, and RCA reports.
• Participate in 24x7 production support, on-call, and incident management activities.

Who Can Apply

✔️ Strong experience in L2/L3 Application or Production Support.

✔️ Strong knowledge of ITIL processes, including Incident, Problem, Change, and Service Request Management.

✔️ Advanced hands-on experience with SQL for troubleshooting, data analysis, and complex queries.

✔️ Experience working in a 24x7 production support environment.

✔️ Strong experience in RCA, log analysis, troubleshooting, and incident resolution.

✔️ Hands-on experience with ServiceNow or other ITSM tools.

✔️ Good understanding of application monitoring and production support processes.

✔️ Experience with Excel, VBA Macros, Pivot Tables, and reporting automation is preferred.

✔️ Understanding of APIs and application integrations.

✔️ Experience with batch scheduling and job monitoring tools is an advantage.

✔️ Exposure to People, SGDIR, or IGG applications is an added advantage.

✔️ Knowledge of Azure and/or AWS is preferred.

✔️ Strong communication and stakeholder management skills.

✔️ Ability to troubleshoot critical production issues and work effectively under pressure.

Candidate Details:

Please share the following details along with your updated resume: [Confidential Information]

Full Name:

Contact Number:

Current Location:

Total Experience:

Relevant Experience in Application Support:

L2/L3 Production Support Experience:

ITIL Process Experience:

Advanced SQL Experience:

Incident Management Experience:

Problem Management Experience:

Change Management Experience:

RCA & Log Analysis Experience:

ServiceNow / ITSM Experience:

24x7 Production Support Experience:

Application Monitoring Experience:

API / Application Integration Experience:

Batch Scheduling / Job Monitoring Experience:

Azure / AWS Experience:

Excel / VBA / Pivot Table Experience:

People / SGDIR / IGG Application Experience:

Current Company:

Notice Period:

Current CTC:

Expected CTC:

We look forward to connecting with you!!

Thanks and Regards,

TAG Team