- Company Name
- CRG
- Job Title
- Application Support Engineer – L2
- Job Description
-
**Job Title:** Application Support Engineer – L2
**Role Summary:**
Provide Level‑2 application support, resolving escalated incidents and performing root‑cause analysis for business‑critical applications. Collaborate with Development, QA, Product, and DevOps/SRE to enhance monitoring, automate processes, and maintain documentation, while ensuring SLA compliance and mentoring L1 staff.
**Expectations:**
- 3–5 years of experience in application support, production support, or IT operations.
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
- Proficiency with enterprise ticketing systems (Helix preferred).
- Deep knowledge of monitoring tools (AlertBot, Dynatrace, Splunk, Zabbix).
- Understanding of ITIL processes (Incident, Problem, Change Management).
- Ability to develop and maintain runbooks, SOPs, and technical documentation.
- Strong analytical, troubleshooting, and communication skills.
**Key Responsibilities:**
- Own and lead resolution of escalated L1 incidents, ensuring adherence to SLAs.
- Conduct in‑depth troubleshooting and root‑cause analysis on recurring or complex issues.
- Collaborate with DevOps/SRE to enhance monitoring dashboards (AlertBot, Dynatrace, Splunk, Zabbix) and proactively detect problems.
- Manage incident lifecycle in the Helix ticketing system and provide performance metrics (MTTR, SLA compliance).
- Develop and maintain technical documentation, runbooks, and SOPs.
- Participate in release readiness, deployments, and post‑release validations.
- Contribute to automation and scripting initiatives using Python, PowerShell, or Bash.
- Mentor and coach L1 engineers on best practices and technical knowledge.
- Report incident metrics and improvement opportunities to leadership.
**Required Skills:**
- Incident and problem resolution.
- Root‑cause analysis.
- Monitoring tool expertise (AlertBot, Dynatrace, Splunk, Zabbix).
- Ticketing system proficiency (Helix).
- ITIL process knowledge.
- Scripting/automation (Python, PowerShell, Bash).
- Documentation and SOP creation.
- Cross‑functional collaboration.
- Strong written and verbal communication.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent experience.
- ITIL Foundation certification or equivalent ITIL knowledge.
- Preferred certifications: ITIL Intermediate, Splunk Power User, Dynatrace Associate, CompTIA Network+, or related credentials.