Job Description: L2 Application Support Specialist

Experience

3–6 years

Work Model

Hybrid | Rotational Shifts

Role Overview

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.

The ideal candidate should have strong experience supporting Java and .NET applications, along with excellent Linux/Unix, scripting, monitoring, and ITSM capabilities.

Key Responsibilities

Incident & Problem Management

• Own end-to-end resolution of incidents escalated from L1 support.
• Perform advanced troubleshooting of Java/.NET applications, application logs, JVM parameters, configurations, and platform components.
• Participate in and, where required, lead Major Incident (MI) bridges.
• Perform detailed Root Cause Analysis (RCA) and coordinate permanent fixes.
• Identify recurring incidents, operational trends, and preventive actions.
• Provide clear and timely technical updates during production incidents.

Change, Release & Operational Readiness

• Review and support production changes related to applications and middleware.
• Perform post-change validation, production checkout, and application health checks.
• Identify risks associated with Java versions, certificates, dependencies, and application configurations.
• Ensure applications meet agreed availability, performance, resilience, and operational readiness requirements.
• Support Disaster Recovery (DR) validation and resilience activities.

Monitoring, Automation & Maintenance

• Monitor application availability, performance metrics, logs, and overall system health.
• Develop and enhance automation scripts using Shell, Python, and/or PowerShell.
• Automate health checks, production validations, and repetitive operational tasks.
• Improve monitoring dashboards, alerts, and observability coverage.
• Work with monitoring and observability platforms such as Splunk, Grafana, Dynatrace, AppDynamics, ELK, Informatica, and AppWorks.
• Maintain and regularly update runbooks, SOPs, and knowledge-base articles.

Collaboration & Stakeholder Management

• Work closely with Development (L3/L4), Infrastructure, Database, Middleware, Network, and Security teams.
• Act as the primary operational contact for assigned applications.
• Coordinate technical troubleshooting across multiple support teams.
• Provide clear technical and business-facing updates during incidents, changes, and production issues.

Required Technical Skills

• Strong experience in L2 Application / Production Support.
• Strong fundamentals and troubleshooting skills in Java and .NET applications.
• Strong knowledge of Unix/Linux environments.
• Good understanding of networking concepts and application connectivity troubleshooting.
• Hands-on scripting experience with Shell, Python, and/or PowerShell.
• Experience with observability/monitoring tools such as:
• Splunk
• Grafana
• Dynatrace
• AppDynamics
• ELK
• Informatica
• AppWorks
• Strong understanding of ITSM processes, particularly Incident, Problem, and Change Management.
• Hands-on experience with RCA, Major Incident Management, DR validation, and application resilience.
• Experience troubleshooting application logs, JVM parameters, certificates, dependencies, and configurations.

Preferred Skills

• Experience improving or automating application support processes.
• Exposure to middleware and enterprise application environments.
• Experience creating monitoring dashboards and optimizing alerts.
• Ability to identify recurring production issues and drive permanent remediation.
• Experience maintaining technical documentation, SOPs, and operational runbooks.

Soft Skills

• Strong analytical and problem-solving abilities.
• High level of ownership and accountability.
• Ability to handle critical production issues in a high-pressure environment.
• Strong verbal and written communication skills.
• Ability to communicate effectively with both technical teams and business stakeholders.
• Ability to manage multiple priorities in a fast-paced production environment.

Education & Experience

• 3–6 years of relevant experience in Application Support, Production Support, Production Operations, or ARO.
• Bachelor’s degree in Engineering, Computer Science, Information Technology, or an equivalent discipline.

Working Conditions

• Willingness to work in rotational shifts, including nights, weekends, and holidays when required.
• Hybrid working model.
• Ability to operate effectively in a fast-paced, business-critical production support environment.

Key skills for sourcing

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, 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.