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Managed Services & Support
L2 / L3 Application Support Engineer
Work Experience3+ Years
LocationRemote / Hybrid
EmploymentFull Time
Role Overview
Seeking an L2 / L3 Application Support Engineer with experience supporting business-critical enterprise applications in managed services environments. The role involves incident management, root cause analysis, production support, monitoring, troubleshooting, and ensuring high application availability and operational stability for clients.
Responsibilities
- Triage, investigate, and resolve L2 and L3 application incidents within defined SLA timelines.
- Perform root cause analysis (RCA) and implement permanent fixes for recurring issues.
- Monitor application health, system performance, and production environments using monitoring tools.
- Maintain runbooks, support documentation, knowledge bases, and incident records.
- Coordinate with engineering, infrastructure, database, and vendor teams for escalated technical issues.
- Support deployment validation, release activities, and post-release monitoring.
- Troubleshoot application, database, API, and integration-related issues.
- Proactively identify risks, recurring incidents, and service improvement opportunities.
- Ensure adherence to ITIL processes, incident management practices, and operational standards.
Required Skills
Application SupportIncident ManagementRoot Cause AnalysisITILSQLMonitoring ToolsProduction SupportTroubleshootingService ManagementLog AnalysisAPI SupportSystem Monitoring
Preferred Skills
- Experience supporting enterprise applications in production managed services environments.
- Familiarity with ITSM platforms such as ServiceNow, Jira Service Management, or Freshservice.
- Understanding of application monitoring, alerting, and operational support workflows.
- Experience with Linux/Windows server environments, databases, or cloud platforms.
- Strong analytical, communication, and stakeholder coordination skills.
- Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. Relevant ITIL certifications and enterprise application support experience are a plus.