Job Summary
Job Description
We are seeking a skilled and driven L2 Application Support Engineer to join our Managed Services team. In this role, you will own the second-line resolution of application incidents across a portfolio of enterprise platforms, working closely with Level 1 support, development, infrastructure, and business stakeholders to ensure service continuity, SLA compliance, and continuous improvement. You will be the technical bridge between frontline operations and engineering teams, driving root cause analysis, proactive monitoring, and structured change delivery.
Key Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5 to 7 years of experience in application support, managed services, or a similar L2/L3 operations role.
- Demonstrated experience with ITIL-aligned incident, problem, change, and request management processes.
- Hands-on experience with ServiceNow—ticket management, report building, and scheduler configuration.
- Proficiency with Datadog or equivalent observability platforms (APM, log management, infrastructure monitoring, dashboards, alerting).
- Working knowledge of SQL, CMDB structures, stored procedures, and data views for operational queries and reporting.
- Familiarity with ETL concepts and SSIS package management for data pipeline support.
- Experience with Power Automate or similar low-code automation tools.
- Strong analytical and structured troubleshooting skills across multi-tier application architectures (web, application, database, integration layers).
- Excellent verbal and written communication skills, with the ability to present technical findings clearly to non-technical stakeholders.
- Ability to manage multiple concurrent incidents and service requests in a fast-paced, SLA-driven environment.
Must Have Skills:
- Proficiency in Datadog for application and infrastructure monitoring, alerting, and dashboard configuration.
- Strong ServiceNow skills covering incident, problem, change, and request management, plus report and scheduler setup.
- Solid understanding of ITIL frameworks—incident lifecycle, RCA, KEDB, and change advisory board (CAB) processes.
- Experience performing root cause analysis and writing clear post-incident review (PIR) reports.
- Hands-on SQL skills for querying application databases, CMDB tables, and stored procedures.
- Ability to work independently across ambiguous, high-pressure situations and drive resolution without constant supervision.
- Experience coordinating escalations across development, infrastructure, and vendor teams.
- KPI reporting and scorecard preparation for management and business stakeholders.
Pay: ₹100,000.00 per month
Application Question(s):
- How soon you can join
- current annual ctc
- linkedin id
- current location
- preferred location
- This is a contract role for 12 months may get extended depending on project needs. Are you okay with this?
- There is No PF or ESI due to contract position. The payroll is from sourcedear (third party) and the pay is fixed at 1,00,000 per month take home. Are you okay with this?
Work Location: In person
