About this role
Role Overview:
We are looking for an Application Support Engineer to provide Level 2 operational support for production applications, APIs, integrations, and business transactions, ensuring incidents are quickly identified, investigated, resolved, or escalated.
The role is primarily operational and hands-on, with a focus on production availability, incident handling, proactive detection, SLA adherence, operational stability, and reduction of recurring incidents.
Key Responsibilities:
• Monitor production applications and critical business transactions.
• Investigate application errors, API failures, and integration issues.
• Analyze application logs and error codes to determine incident cause.
• Validate end-to-end transaction flows across integrated systems.
• Troubleshoot REST/SOAP APIs and application integrations.
• Perform configuration checks and identify configuration-related issues.
• Validate production services following deployments or infrastructure changes.
• Conduct release-impact assessments from an operational perspective.
• Support production incidents and major incident investigations.
• Coordinate with development, integration, database, cloud, and external teams.
• Create and manage incidents and service requests through Jira/ServiceNow.
• Document troubleshooting findings and escalation details.
• Maintain application support runbooks and known-error documentation.
• Perform business transaction validation after incident recovery.
• Support root-cause analysis and problem-management activities.
Preferred Qualifications:
• Bachelor's degree in Computer Science, Software Engineering, IT, or equivalent.
• Experience with enterprise applications and highly integrated environments.
• Experience with API gateways or integration platforms is advantageous.
• Familiarity with AppDynamics, Grafana, Kibana, or similar tools.
• ITIL Foundation preferred.
Required Technical / Professional Skills:
• Application production support
• API troubleshooting
• REST and SOAP fundamentals
• HTTP status/error codes
• Integration troubleshooting
• Log analysis
• SQL fundamentals for investigation
• Postman or equivalent API testing tools
• Application configuration troubleshooting
• Business transaction tracing
• Jira/ServiceNow ticket management
• Release and deployment validation
• Incident and escalation documentation