Senior Support Engineer

Job Summary

We are seeking a proactive and customer-focused L1/L2 Support Engineer to provide technical support, incident management, and operational assistance for business-critical applications and infrastructure. The ideal candidate will be responsible for troubleshooting issues, restoring services, monitoring systems, and ensuring adherence to established SLAs.

The role requires strong analytical skills, excellent communication abilities, and hands-on experience in application and infrastructure support environments.

Key Responsibilities

L1 Support Responsibilities

• Monitor application, system, and infrastructure alerts.
• Serve as the first point of contact for incident and service request management.
• Perform initial troubleshooting and diagnosis of technical issues.
• Log, track, categorize, and prioritize tickets using ITSM tools.
• Resolve routine incidents and service requests within defined SLAs.
• Escalate unresolved issues to L2/L3 teams with detailed troubleshooting information.
• Provide regular updates to users regarding ticket status and resolution progress.
• Create and maintain incident records and operational documentation.

L2 Support Responsibilities

• Investigate and resolve complex application and infrastructure issues.
• Perform root cause analysis (RCA) and implement corrective actions.
• Work closely with development, database, cloud, network, and security teams to resolve production issues.
• Support application deployments, releases, and patch management activities.
• Analyze logs, monitoring alerts, and performance metrics to identify problems proactively.
• Execute operational procedures, maintenance activities, and system health checks.
• Participate in problem management and continuous service improvement initiatives.
• Support disaster recovery and business continuity processes when required.

Required Technical Skills

Operating Systems

• Windows Server
• Linux/Unix

Database Knowledge

• SQL Server
• Oracle
• MySQL/PostgreSQL

Monitoring & Logging Tools

• Splunk
• Dynatrace
• AppDynamics
• Grafana
• ELK Stack

ITSM Tools

• ServiceNow
• Jira Service Management
• BMC Remedy

Cloud Platforms (Preferred)

• Microsoft Azure
• AWS
• Google Cloud Platform (GCP)

Application Support

• Incident Management
• Problem Management
• Change Management
• Release Support
• Production Support

Scripting (Preferred)

• PowerShell
• Shell Scripting
• Python Basics

Skill Requirements

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• 2-6 years of experience in L1/L2 Production Support, Application Support, or Technical Support roles.
• Strong understanding of ITIL processes and service management principles.
• Experience supporting enterprise applications in a 24x7 environment.
• Ability to analyze logs and troubleshoot technical issues effectively.
• Excellent verbal and written communication skills.
• Experience working with global stakeholders and cross-functional teams.

Preferred Qualifications

• ITIL Foundation Certification.
• Microsoft Azure Fundamentals (AZ-900).
• AWS Cloud Practitioner.
• Experience in Banking, Insurance, Financial Services, or Healthcare domains.
• Knowledge of DevOps, CI/CD pipelines, and cloud-native applications.

Key Competencies

• Incident Management
• Problem Solving
• Customer Service Orientation
• Analytical Thinking
• Stakeholder Management
• Attention to Detail
• Team Collaboration
• Time Management
• SLA Compliance

Shift Requirements

• Willing to work in 24x7 rotational shifts.
• On-call support during critical incidents and planned maintenance activities.

Success Metrics

• SLA Adherence
• First Call Resolution Rate
• Mean Time to Resolution (MTTR)
• Incident Backlog Reduction
• Customer Satisfaction (CSAT)
• Root Cause Analysis Quality

Ideal Profile: A technically strong support professional who can handle both frontline support activities and deeper technical troubleshooting while ensuring high system availability and excellent customer experience.

Other Requirements