Application Support Engineer

Responsibilities

Incident & Application Support

• Deliver second-level (L2) support for production and staging environments, managing escalations from L1 Support.

• Diagnose and resolve application faults, system alerts, performance issues, and integration-related problems.

• Restore system functionality within agreed SLA/OLA commitments and ensure proper documentation and closure of incidents.

Troubleshooting & Root Cause Analysis

• Conduct detailed troubleshooting leveraging logs, metrics, and monitoring platforms.

• Perform root cause analysis (RCA) for recurring or high-severity incidents.

• Recommend and implement corrective and preventive measures to minimise repeat incidents.

Collaboration & Escalation

• Partner with L3 engineers, DevOps teams, and external vendors to address complex technical challenges.

• Provide comprehensive technical analysis, supporting logs, and evidence duri...