L2 Applications Support Specialist

<p><strong>Job Description: L2 Application Support Specialist</strong></p> <p>Experience</p> <p>3–6 years</p> <p>Work Model</p> <p>Hybrid | Rotational Shifts</p> <p>Role Overview</p> <p>We are looking for an experienced L2 Application Support Specialist to provide production support and operational ownership for business-critical applications. The role involves advanced troubleshooting, incident and problem management, application monitoring, automation, root cause analysis, and close collaboration with Development, Infrastructure, Database, Middleware, and Security teams.</p> <p>The ideal candidate should have strong experience supporting Java and .NET applications, along with excellent Linux/Unix, scripting, monitoring, and ITSM capabilities.</p> <p>Key Responsibilities</p> <p>Incident &amp; Problem Management</p> <ul> <li>Own end-to-end resolution of incidents escalated from L1 support.</li> <li>Perform advanced troubleshooting of Java/.NET applications, application logs, JVM parameters, configurations, and platform components.</li> <li>Participate in and, where required, lead Major Incident (MI) bridges.</li> <li>Perform detailed Root Cause Analysis (RCA) and coordinate permanent fixes.</li> <li>Identify recurring incidents, operational trends, and preventive actions.</li> <li>Provide clear and timely technical updates during production incidents.</li> </ul> <p>Change, Release &amp; Operational Readiness</p> <ul> <li>Review and support production changes related to applications and middleware.</li> <li>Perform post-change validation, production checkout, and application health checks.</li> <li>Identify risks associated with Java versions, certificates, dependencies, and application configurations.</li> <li>Ensure applications meet agreed availability, performance, resilience, and operational readiness requirements.</li> <li>Support Disaster Recovery (DR) validation and resilience activities.</li> </ul> <p>Monitoring, Automation &amp; Maintenance</p> <ul> <li>Monitor application availability, performance metrics, logs, and overall system health.</li> <li>Develop and enhance automation scripts using Shell, Python, and/or PowerShell.</li> <li>Automate health checks, production validations, and repetitive operational tasks.</li> <li>Improve monitoring dashboards, alerts, and observability coverage.</li> <li>Work with monitoring and observability platforms such as Splunk, Grafana, Dynatrace, AppDynamics, ELK, Informatica, and AppWorks.</li> <li>Maintain and regularly update runbooks, SOPs, and knowledge-base articles.</li> </ul> <p>Collaboration &amp; Stakeholder Management</p> <ul> <li>Work closely with Development (L3/L4), Infrastructure, Database, Middleware, Network, and Security teams.</li> <li>Act as the primary operational contact for assigned applications.</li> <li>Coordinate technical troubleshooting across multiple support teams.</li> <li>Provide clear technical and business-facing updates during incidents, changes, and production issues.</li> </ul> <p>Required Technical Skills</p> <ul> <li>Strong experience in L2 Application / Production Support.</li> <li>Strong fundamentals and troubleshooting skills in Java and .NET applications.</li> <li>Strong knowledge of Unix/Linux environments.</li> <li>Good understanding of networking concepts and application connectivity troubleshooting.</li> <li>Hands-on scripting experience with Shell, Python, and/or PowerShell.</li> <li>Experience with observability/monitoring tools such as:</li> <ul> <li>Splunk</li> <li>Grafana</li> <li>Dynatrace</li> <li>AppDynamics</li> <li>ELK</li> <li>Informatica</li> <li>AppWorks</li> </ul> <li>Strong understanding of ITSM processes, particularly Incident, Problem, and Change Management.</li> <li>Hands-on experience with RCA, Major Incident Management, DR validation, and application resilience.</li> <li>Experience troubleshooting application logs, JVM parameters, certificates, dependencies, and configurations.</li> </ul> <p>Preferred Skills</p> <ul> <li>Experience improving or automating application support processes.</li> <li>Exposure to middleware and enterprise application environments.</li> <li>Experience creating monitoring dashboards and optimizing alerts.</li> <li>Ability to identify recurring production issues and drive permanent remediation.</li> <li>Experience maintaining technical documentation, SOPs, and operational runbooks.</li> </ul> <p>Soft Skills</p> <ul> <li>Strong analytical and problem-solving abilities.</li> <li>High level of ownership and accountability.</li> <li>Ability to handle critical production issues in a high-pressure environment.</li> <li>Strong verbal and written communication skills.</li> <li>Ability to communicate effectively with both technical teams and business stakeholders.</li> <li>Ability to manage multiple priorities in a fast-paced production environment.</li> </ul> <p>Education &amp; Experience</p> <ul> <li>3–6 years of relevant experience in Application Support, Production Support, Production Operations, or ARO.</li> <li>Bachelor’s degree in Engineering, Computer Science, Information Technology, or an equivalent discipline.</li> </ul> <p>Working Conditions</p> <ul> <li>Willingness to work in rotational shifts, including nights, weekends, and holidays when required.</li> <li>Hybrid working model.</li> <li>Ability to operate effectively in a fast-paced, business-critical production support environment.</li> </ul> <p>Key skills for sourcing</p> <p>We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity,&nbsp;sexual orientation, age, disability, HIV status,&nbsp;or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.</p>