Senior Application Support Engineer

Overview

The Senior Application Support Engineer is responsible for L2 support of business-critical applications. The role focuses on incident resolution, request fulfilment, and ensuring the day-to-day stability and usability of applications. This is a non-development role that works closely with SRE, Development, and business stakeholders.

• L2 Incident Management
  • Act as L2 escalation point for application incidents raised by L1/Service Desk or business users.
  • Perform functional and technical troubleshooting using logs, monitoring dashboards, and runbooks.
  • Resolve known issues and apply documented workarounds within defined procedures.
  • Escalate incidents to SRE or Development with clear technical evidence (logs, timestamps, impact, steps to reproduce).
  • Own incidents from a user perspective until closure, even when other teams are involved.
• Request Fulfilment (BAU Changes)
  • Handle standard service requests such as user access changes, configuration changes, and data corrections using approved tools and UIs.
  • Validate requests (authorizations, approvals) according to defined policies.
  • Ensure changes are performed safely and logged according to IT and audit requirements.
• Monitoring & Operational Checks
  • Perform daily/shift-based operational checks on applications using monitoring and dashboards provided by SRE/Dev.
  • Proactively open incidents when anomalies are detected (before users are impacted).
  • Track and follow up on scheduled jobs, interfaces, and critical business processes.
• Knowledge & Documentation
  • Maintain and improve support runbooks, troubleshooting guides, and internal knowledge base articles.
  • Contribute to user-facing FAQs and simple “how-to” documentation in collaboration with Product/Application Owners.
• Collaboration
  • Work closely with:
  • SRE Team on incident handling, monitoring improvements, and reliability topics.
  • Development Teams on defects, root cause analysis, and post-release issues.
  • Business Stakeholders to communicate incident status, impacts, and resolutions.
• Compliance & Process
  • Adhere to ITSM processes (Incident, Request, Problem, Change).
  • Respect segregation-of-duties, security, and compliance requirements at all times.
  • Participate in post-incident reviews and provide operational inputs.

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent; or equivalent practical experience.
• 2–4 years of experience in Application Support, IT Operations, or a similar L2 role in an enterprise environment.
• Experience working with ticketing/ITSM tools (e.g., Service Now, JIRA Service Management, BMC Remedy, etc.).

• Technical
  • Good understanding of web applications, APIs, and databases at a conceptual level.
  • Ability to read and interpret application logs and basic metrics (latency, error rates, CPU, memory, etc.).
  • Basic SQL skills (mainly for read-only queries and troubleshooting; no schema change responsibility).
  • Familiarity with monitoring tools (e.g., Grafana, Kibana, Datadog, or similar) is a plus.
• Functional & Analytical
  • Strong analytical and problem-solving skills.
  • Ability to quickly understand business processes supported by the applications.
• Soft Skills
  • Clear and professional communication, especially when dealing with non-technical users.
  • Strong sense of ownership and customer service mindset.
  • Ability to work under pressure during incidents and in on-call/shift patterns if required.
  • Team player, collaborative mindset with SRE and Dev teams.