Experience: 5–8 Years, C-3 Competency
Location: Bangalore
Work Model: Shift-based role (including night shifts)
Work Location Expectation: Candidate should be open to working from
client location based on project needs.
Job Summary
We are looking for an experienced
L2 Application Support Engineer with
5–8 years of production support experience to manage incidents, troubleshoot application issues, and ensure platform stability in a shift-based support model. The role requires strong expertise in
SQL and NoSQL (
mandatory), good exposure to
Azure (
preferred), and hands-on experience with monitoring tools such as
Grafana and
Kibana.
The ideal candidate should have strong troubleshooting, RCA, automation, and post-release validation skills, along with excellent
communication and collaboration abilities to work effectively with Engineering, Architects, Infrastructure teams, vendors, and client stakeholders.
Key Responsibilities
- Resolve L2 production support tickets within SLA, ensuring ownership and user satisfaction
- Troubleshoot and resolve production issues to minimize downtime and business impact
- Use Grafana and Kibana for real-time monitoring, alert analysis, and issue diagnosis
- Perform post-release platform verification and support release validation activities
- Conduct root cause analysis (RCA) for incidents and update runbooks / SOPs with resolution steps
- Identify recurring issues, analyze defects, and drive system efficiency improvements
- Automate repetitive support and operational tasks through scripts or tooling
- Follow defined escalation protocols for unresolved issues and critical incidents
- Log all incidents, actions, and resolutions to support trend analysis and preventive actions
- Collaborate with Architects, Engineering teams, vendors, and partners on production issues
- Participate in 24x7 L2 support rotation, including night shifts and on-call support as needed
Mandatory Skills
- 5–8 years of experience in Application Support / Production Support / L2 Support
- Strong troubleshooting and incident management experience in production environments
- Strong proficiency in SQL and NoSQL databases
- Hands-on experience with Grafana and Kibana for monitoring and log analysis
- Experience in RCA, defect analysis, runbook updates, and operational documentation
- Strong communication, stakeholder coordination, and collaboration skills
Preferred / Good To Have
- Exposure to Azure cloud services (preferred)
- Knowledge of other cloud platforms such as AWS or Google Cloud
- Hands-on experience with containers and Kubernetes provisioning / debugging
- Experience in automation of operational/support activities
Ideal Candidate
- Strong in production issue handling and incident ownership
- Comfortable in a shift-based support environment with night shifts
- Open to working from client location when required
- Has a proactive, collaborative, and automation-focused mindset
SQL,NoSQL,Azure
