Chennai, Tamil Nadu
Job Summary
The L3 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 )
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
Responsible for new implementations / version updates
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
Key Responsibilities
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
Documentation & Knowledge Management
Prepare and maintain runbooks, SOPs, and known error databases
Document incidents, fixes, and troubleshooting procedures
Skill Requirements
Technical Requirement
Maintain and support Webservers and Appservers ( Apache, Tomcat, Jboss, Weblogic)
Version updates and major configuration changes
Linux/Unix and Windows environments
Application deployments (Automation / Manual )
Log analysis and debugging
monitoring and healthcheck
Database Configuration with Appserver
SSL configuration
Patch updates
Knowledge on performance tuning
Experience in config changes in Apache, Tomcat, Jboss, Weblogic servers
Familiarity with ticketing tools (ServiceNow, JIRA)
Other Requirements
Required Skills :
Hands on Experience in managing Application/Web Servers like JBoss, Apache Tomcat, IIS, Wildfly on Windows, Linux and Unix Platforms.
Installation and configuration experience in Apache, Tomcat, Weblogic, Jboss,
Strong knowledge in Manage domains, clusters, node manager, and deployments
Should be familiar with debugging of application data issues and server health check/monitoring.
Maintain Knowledge base and provide first level resolution.
Strong knowledge and experience in Linux/Unix and Windows platform
Should be familiar with DB configuration with App servers
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.
Should have understanding about monitoring, maintainability, and support with exposure to tools such as AppDynamics, Dynatrace etc.
Experience in documenting, recording, and updating incidents in ITSM tools along with creation of Runbooks and SOPs for Application’s involved.
Should be cognizant of incident management, problem management, change management and release management.
Understanding and experience on deployments and release management process
Basic understanding of Networks with skills around Telnet , Netstat and DNS
Soft Skills :
Excellent communication and conversation skills (Verbal and Written)
Desired skills :
Knowledge and experience on IIS/ Biztalk management
Knowledge and experience on WSO2 / API management.
Knowledge and experience on Websphere , MQ , administration.
Having this knowledge would be advantage.
Excellent customer handling skills
Good documentation skills
Strong analytical skills and problem-solving capabilities
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