L3 Application Support Engineer

Role Overview :

The Application Support Engineer will be responsible for ensuring the stability, availability, and performance of production systems. The role involves production support, monitoring, incident management, and operational stability of portal- and API-based enterprise applications. The role requires strong hands-on technical expertise, coordination with cross-functional teams, and ownership of application availability, performance, and issue resolution in a high-availability environment.

Experience & Skills :

- Experience in managing and mentoring application support teams

- Identify, analyze, and resolve production incidents within SLA timelines

- Proven experience in supporting high availability (HA) and mission-critical services

- Hands-on experience in setting up and managing application and infrastructure monitoring

- Strong understanding of application support lifecycle processes including incident, problem, and change management

- Practical experience with Nginx, JBoss, MySQL databases, SSL certificates, and related middleware components

- Good working knowledge of Linux/Unix operating systems

- Strong technical understanding of portal-based and API-driven services

- Ability to analyze complex issues, perform root cause analysis (RCA), and propose corrective and preventive actions

Key Responsibilities :

- Monitor application health, system logs, and alerts; take proactive actions to prevent incidents

- Manage incident, problem, and change requests in line with defined support processes and SLAs

- Perform root cause analysis for recurring and critical issues and drive permanent fixes in coordination with engineering teams

- Coordinate with internal teams and external stakeholders during major incidents and outages

- Ensure timely response and resolution of production issues within defined SLAs

- Identify recurring issues or functional gaps, gather customer feedback, and communicate insights to Product Management and Engineering teams

- Maintain operational documentation, runbooks, and support knowledge base

- Participate in shift-based support (167) and provide handover between shifts

Communication & Collaboration :

- Work independently with minimal supervision while collaborating closely in a team-based environment

- Prepare and present incident reports, RCA documents, and operational metrics when required