Senior Application Support Engineer

About the role

The Senior Application Support Engineer provides Level‑2 support for business‑critical applications, ensuring stability and usability for end‑users. Working closely with Site Reliability Engineering, Development and business teams, the role focuses on incident resolution, request fulfilment and proactive monitoring.

Key responsibilities

• Act as L2 escalation point for application incidents, perform functional and technical troubleshooting using logs, monitoring dashboards and runbooks, and own incidents to closure.
• Handle standard service requests (user access, configuration changes, data corrections) following approval and audit policies.
• Execute daily operational checks, monitor dashboards, and raise incidents proactively when anomalies are detected.
• Maintain and improve runbooks, troubleshooting guides and internal knowledge‑base articles.
• Collaborate with SRE, Development and business stakeholders on incident handling, root‑cause analysis and post‑release issues.
• Follow ITSM processes, respect segregation‑of‑duties, security and compliance requirements, and participate in post‑incident reviews.

Required profile

• Minimum 24 months of experience in application support (L2) or a similar role.
• Strong analytical mindset with the ability to investigate logs and monitoring data.
• Familiarity with ITSM processes and change management.

Required skills

• L2 Incident Management
• Ticketing ITSM tools (JIRA Service Management, ServiceNow, BMC Remedy)
• Application log analysis
• Databases and Basic SQL
• Monitoring tools (Kibana, Grafana, Datadog)
• APIs and Web Applications