L2 Application Support Engineer - ITIL

Role : L2 Application Support Location : Chennai Experience : 4 Years Employment Type : Full Time Responsibilities : - Provide Level 2 application support, resolving incidents and service requests for critical business applications within defined SLAs. - Adhere strictly to ITIL processes for Incident Management, Problem Management, Change Management, and Service Request Fulfillment. - Perform in-depth troubleshooting and root cause analysis for complex application issues. - Utilize strong expertise in UNIX commands to navigate file systems, check logs, monitor processes, and perform basic system administration tasks on application servers. - Write and execute complex SQL queries to analyze application data, diagnose issues, and generate reports from databases. - Monitor application performance and system health using monitoring tools, identifying anomalies and potential issues proactively. - Escalate complex or unresolved issues to Level 3 support or development teams as per defined procedures, providing detailed information and analysis. - Participate in a 24/7 rotational support schedule, including night shifts, weekends, and holidays, to ensure continuous application coverage. - Perform routine application maintenance tasks, including log analysis, cleanup activities, and health checks. - Collaborate effectively with cross-functional teams, including development, infrastructure, database administrators, and other support teams. - Document troubleshooting steps, incident resolutions, and knowledge base articles for future reference. - Contribute to the development and improvement of support processes and procedures. - Assist in the testing of application patches, upgrades, and new deployments from a support perspective. - Ensure compliance with security policies and procedures while accessing and supporting applications. - Communicate effectively with users and stakeholders regarding incident status and resolution. Technical Skills : - ITIL Processes : Strong working knowledge and practical experience with ITIL framework, particularly Incident, Problem, and Change Management. - UNIX/Linux Commands : Strong expertise in working with UNIX or Linux operating systems and using command-line interface for system navigation, log analysis, process monitoring, and scripting. - SQL : Strong proficiency in writing and executing complex SQL queries for data retrieval, analysis, and troubleshooting. Experience with specific database systems (e.g., Oracle, SQL Server, MySQL) is a plus. - Application Monitoring Tools : Experience with application performance monitoring (APM) and system monitoring tools (e.g., Nagios, SolarWinds, Dynatrace, Splunk). - Log Analysis : Ability to analyze application logs, system logs, and database logs to identify the root cause of issues. - Troubleshooting Methodologies : Proven ability to apply logical troubleshooting methodologies to diagnose and resolve application problems. - Basic Networking : Understanding of basic networking concepts relevant to application connectivity and troubleshooting. - Scripting (Beneficial) : Basic scripting skills (e.g., Shell scripting, Python) for automating routine tasks are a plus. - Specific Application Technologies (If applicable) : Experience with specific application technologies (e.g., Java, .NET, middleware) is a plus. Functional Skills : - Strong analytical and problem-solving skills with the ability to quickly understand complex application behavior and diagnose issues. - Excellent communication skills (verbal and written) to interact effectively with technical teams, business users, and stakeholders, especially during critical incidents. - Ability to work effectively under pressure and handle multiple incidents simultaneously in a fast-paced 24/7 environment. - Strong attention to detail and accuracy in performing troubleshooting steps and documenting issues. - Ability to work independently and as part of a team in a rotational shift structure. - Strong sense of ownership and responsibility for resolving issues and maintaining application stability. - Good documentation skills. Qualifications : - Bachelor's degree in Computer Science, Information Technology, or a related field. - Minimum of 4 years of hands-on experience in L2 Application Support. - Proven experience working with ITIL processes. - Strong technical skills in UNIX commands and SQL query writing. - Prior experience working in a 24/7 support environment and readiness to work rotational shifts. - Excellent troubleshooting and problem-solving abilities. - Strong communication skills (ref:hirist.tech)

Location: chennai, IN

Posted Date: 5/10/2025