Chennai, Tamil Nadu
Job Summary
Experience -Typically 4+ years of experience in application / production support
Job Description - The L2 Application Support Engineer is responsible for managing application incidents, performing root cause analysis, ensuring system stability, and maintaining application availability in line with SLAs.
Adhering to SLAs
ITIL Processes awareness (Incidents / Change / Service requests )
Reporting to the Track Lead / Team Lead
Helping team members in case of Issues/Technical Problems
Perform detailed troubleshooting and resolution of application issues
Manage high-priority incidents and ensure timely resolution
Validate solutions with users and ensure proper ticket closure
Understanding of Multi-geo support environment
Monitoring and Operations
Monitor application health, alerts, and production environment
Knowledge on multiple monitoring tools
Perform routine health checks on application servers and services
Ensure availability and performance as per SLA commitments
Troubleshooting and RCA
Analyze logs, errors, and system behavior
Perform RCA for recurring incidents and implement preventive fixes
Work on performance tuning and stability improvements
Change and Release Support
Support deployments, releases, and configuration changes
Participate in patching, upgrades, and migration activities
Follow ITIL processes for change management
Coordination and communication
Coordinate with other teams, developers, vendors, and infrastructure teams
Provide regular updates to stakeholders on incidents and issues
Work across multi-geo environments and different technology teams
Key Responsibilities
Documentation & Knowledge Management
Prepare and maintain runbooks, SOPs, and known error databases
Document incidents, fixes, and troubleshooting procedures
Technical Requirement
Deploy and manage API Gateway, traffic manager, and analytics components
Handle API lifecycle management including versioning, publishing, and governance
Implement throttling, caching, and rate limiting policies
Linux/Unix and Windows environments
Log analysis and debugging
monitoring and healthcheck
SSL configuration
Patch updates
Knowledge on performance tuning
Familiarity with ticketing tools (ServiceNow, JIRA)
Skill Requirements
Required Skills - Strong experience in WSO2 Suite :
API Manager (APIM)
Micro Integrator / Enterprise Integrator (MI/EI/ESB)
Identity Server (IS)
Experience in REST / SOAP Web services
Experience in handling XML, JSON, XSLT, XPath
Integration Patterns EIP
Experience in monitoring WSO2 environments (API, Integration, Services)
Code deployment, Configuration changes
Debug issues in API calls, (REST / SOAP)
Support performance tuning activities (thread pools, JVM tuning with guidance)
API Gateway security policies
Strong knowledge and experience in Linux/Unix and Windows platform
Should be familiar with DB configuration
Experience in performance tuning.
Basic knowledge in LoadBalancer, Firewall and Networking
Handson experience in SSL certificate installation management
Experience in Supporting P1/P2 high priority incidents.
Experience in documenting, recording, and updating incidents in ITSM tools along with creation of Runbooks and SOPs for Application’s involved.
Understanding and experience on deployments and release management process
Basic understanding of Networks with skills around Telnet , Netstat and DNS MQ support,
Support experience on IBM MQ
MQ queue management
Should be familiar with MQ commands in Linux.
MQ explorer
MQ integration with other applications.
Other Requirements
Soft Skills - Excellent communication and conversation skills (Verbal and Written)
Excellent customer handling skills
Good documentation skills
Strong analytical skills and problem-solving capabilities
Desired skills :
Knowledge and hands-on experience in other middleware servers like Apache, Tomcat, IIS, Weblogi, Jboss would be an added advantage.
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