Role: Technical Operations (Tech Ops)
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations Support
UG: Any Graduate
PG: Any Postgraduate
Experience: 2 4 Years Locations: Mumbai | Pune | Bengaluru | Chennai | Delhi | Hyderabad Role Purpose The L2 Application Support Engineer is responsible for ensuring the operational health and stability of production systems. This role focuses on high-level troubleshooting, incident lifecycle management, and collaborating with infrastructure and development teams to deliver seamless service to our clients. Primary Responsibilities Incident Lifecycle Management: Direct end-to-end handling of technical incidents, from initial investigation to final resolution. You will be responsible for ensuring a clean handover to L3 teams for any required code modifications. Operational Maintenance: Manage the daily upkeep of application systems, identifying performance bottlenecks and implementing necessary patches or configuration adjustments to resolve client issues. Root Cause Analysis (RCA): Perform deep-dive investigations into recurring issues to identify underlying causes, communicating findings clearly to management and stakeholders. Service Level Excellence: Consistently meet First Response Time (FRT) SLAs by effectively utilizing ticketing systems and coordinating with L1 and L3 support tiers. Compliance & Governance: Ensure all production environment changes strictly adhere to software development life-cycle (SDLC) methodologies and organizational risk protocols. Proactive Problem Solving: Focus on Ticket Normalization by identifying trends and implementing fixes that reduce the overall volume of support requests per installation. Client & Stakeholder Relations: Act as a technical liaison between infrastructure teams and clients, providing transparent updates to minimize escalations and improve customer satisfaction. Escalation Accuracy: Conduct thorough preliminary analysis before escalating complex issues to Subject Matter Experts (SMEs) or L3 engineers to ensure they have the necessary context. Core Objectives Quality Assurance: Drive continuous improvements in both the product and the internal support processes. Risk Mitigation: Oversee and intervene in compliance-related matters to ensure system security and integrity. Efficiency: Reduce support overhead through proactive monitoring and effective documentation.
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