Job Title: Support Engineer II
Job Level: L2-L3
Work Location: Chennai
Department: Support
Experience: 2-3 years of experience in the role of application support
Role summary:
The L2 Application Support Engineer is responsible for proactive monitoring, incident management, advanced troubleshooting, user administration, and operational reporting across critical business applications and platforms. The role ensures service stability, quick recovery from failures, secure access management, and actionable insights through analytics.
Key responsibilities and Accountabilities:
1. Operational Monitoring & Daily Checks
Perform daily health checks across applications, infrastructure, and integrations.
Monitor and validate ticket structure and ticket lifecycle to ensure proper categorization, priority, and SLA adherence.
Identify anomalies and initiate corrective actions proactively.
2. Incident Management & Troubleshooting
Investigate and resolve PCN process failures, decrypt errors, and system exceptions.
Analyse and resolve Out of Spec Reports, identifying root causes and preventive measures.
Handle Red Node – LMA self-recovery scenarios and ensure system stabilization.
Troubleshoot connectivity and access issues using Ping, GX, and RDP across different failure scenarios.
Escalate unresolved or field-dependent issues to Field Delivery teams with clear diagnostic details.
3. Security & Key Management
Perform KEK Keys V2 updates in line with security policies and change management procedures.
Validate encryption/decryption processes and ensure compliance with security standards.
4. User & Access Management
Create, manage, and maintain users in:
- VDL User UI
- Halo application
- Power BI
Perform POWER BI user access management, troubleshooting access, refresh, and visualization issues.
Administer VRM configuration via VDL User UI.
Create and manage Exemption Codes as per business and compliance requirements.
Verify and manage camera schedules within VDL User UI.
5. Reporting & Analytics
Develop and maintain Power BI dashboards for trend analysis and operational insights.
Analyse incident trends, recurring failures, and performance metrics to support continuous improvement.
Provide actionable reports to Service Delivery and Management teams.
6. Process & Documentation
Ensure incidents, changes, and service requests follow defined SOPs and ITSM processes.
Update knowledge articles and troubleshooting guides based on recurring issues and resolutions.
Support audits by providing evidence, reports, and compliance data.
Required Skills & Competencies Technical Skills
Strong experience in L2 application support and incident management.
Hands-on troubleshooting using Ping, RDP, GX, and system logs.
Experience with Power BI dashboards, user management, and troubleshooting.
Knowledge of encryption/decryption processes and key management (KEK).
Familiarity with ITSM tools (Halo or similar).
Functional Skills
Strong analytical and problem-solving abilities.
Ability to handle multiple incidents under SLA’s.
Clear communication for escalations and stakeholder coordination.
Strong documentation and reporting skills.
Required skills, Experience and Qualification
2 – 3 years of experience in Application Support / Platform Support / Operations.
Experience supporting production systems in a 24x7 or business-critical environment.
ITIL Foundation certification (preferred).
Good Communication skill
Pay: ₹250,000.00 - ₹350,000.00 per year
Work Location: In person
