Senior L2 Support Engineer

We are looking for an L2 Application Support Engineer with hands-on experience in production application support, troubleshooting, Microsoft Azure, and Entra ID. The role will be responsible for resolving application incidents, monitoring application health, troubleshooting technical issues, and coordinating with infrastructure, database, development, and security teams to ensure application availability and stability.

Key Responsibilities & Skills

• Provide L2 application and production support for business-critical applications and resolve incidents and service requests within defined SLAs.
• Monitor application availability, performance, alerts, and system health; proactively identify and resolve potential issues.
• Troubleshoot application errors, failures, performance issues, authentication issues, connectivity problems, and integration/API issues.
• Analyze application logs, Windows/Event Viewer logs, Azure logs, monitoring alerts, and error messages to identify and resolve incidents.
• Perform initial troubleshooting across the application, infrastructure, database, network, and integration layers.
• Support application configuration, service restarts, deployments, patches, and routine maintenance activities.
• Troubleshoot application access and authentication issues involving Microsoft Entra ID, SSO, MFA, Conditional Access, Enterprise Applications, and user/group permissions.
• Work with Azure-hosted applications and troubleshoot related Azure VMs, Storage, VNet, NSG, Azure Monitor, Backup, and connectivity issues as required.
• Troubleshoot basic DNS, networking, VPN, firewall, and connectivity issues impacting application availability.
• Support RBAC, App Registrations, and Service Principals for application access and integrations.
• Use PowerShell, Azure CLI, Log Analytics, and KQL for application troubleshooting, monitoring, and investigation.
• Coordinate with development, database, infrastructure, network, security, and vendor teams for complex issues and provide relevant troubleshooting details.
• Perform root cause analysis (RCA) for recurring incidents and contribute to permanent fixes and problem management.
• Participate in incident, problem, change, and release management processes.
• Maintain accurate ticket documentation, troubleshooting notes, SOPs, runbooks, and knowledge articles.
• Ensure effective communication with stakeholders during major incidents and provide regular updates until resolution.
• Identify opportunities to improve application stability, monitoring, support processes, and operational efficiency.

Technical Skills

• Application Support / Production Support
• L2 Incident & Problem Management
• Application Monitoring & Troubleshooting
• Application Logs & Error Analysis
• Microsoft Azure
• Microsoft Entra ID / IAM
• SSO, MFA & Conditional Access
• Enterprise Applications, App Registrations & Service Principals
• Basic Active Directory / Hybrid Identity
• DNS, Networking, VPN & Connectivity Troubleshooting
• PowerShell / Azure CLI
• Log Analytics / KQL
• Basic SQL / Database Troubleshooting
• API / Integration Troubleshooting