L2 Application / Production Support Engineer

L2 Application / Production Support Engineer

Responsibilities

• Provide L2 technical and production support for business-critical applications and services.
• Investigate and resolve application incidents, production issues, and service requests, escalating complex issues to L3 or relevant technical teams when required.
• Perform troubleshooting across Linux, MySQL/MariaDB, PHP, and Python-based applications.
• Analyze application logs, database issues, batch processes, integrations, and system performance problems to identify and resolve production issues.
• Support root cause analysis (RCA) activities by gathering technical evidence, analyzing incidents, and assisting with corrective and preventive actions.
• Monitor production applications, scheduled jobs, interfaces, and system alerts and take appropriate action based on established procedures.
• Coordinate with L3, development, infrastructure, database, and third-party teams for resolution of complex issues and dependencies.
• Provide guidance and support to L1 engineers and assist with effective escalation and troubleshooting.
• Communicate incident status, investigation progress, risks, and resolution updates to clients and internal stakeholders.
• Ensure incidents, service requests, problems, and changes are managed in accordance with agreed ITIL processes and SLAs.
• Maintain and update SOPs, runbooks, knowledge articles, incident records, RCA inputs, and operational documentation.
• Participate in production deployments, change activities, incident bridges, and planned maintenance as required.
• Identify opportunities for automation, monitoring improvements, and operational efficiency using Python or scripting.
• Ensure effective shift handovers with clear communication of open incidents, risks, dependencies, and pending actions.
• Support shift operations by appropriately prioritizing incidents and coordinating activities with other support team members.

Technical Skills

Mandatory:

• Good hands-on experience with Linux administration and troubleshooting.
• Good knowledge of MySQL and MariaDB, including SQL queries, data analysis, database troubleshooting, and basic performance investigation.
• Experience supporting and troubleshooting PHP-based applications.
• Working knowledge of Python for scripting, automation, and production troubleshooting.
• Strong understanding of application and production support processes.
• Experience with log analysis, batch-job troubleshooting, system integrations, monitoring, and incident investigation.
• Good understanding of ITIL processes, particularly Incident, Problem, and Change Management.
• Experience working with ticketing and monitoring tools.
• Banking and Financial Services (BFS) domain knowledge.

Secondary / Preferred:

• Investment Banking or Capital Markets domain exposure, with an understanding of areas such as securities trading, brokerage operations, public offerings, settlement, and post-trade processes.
• Exposure to production monitoring, scripting, or support automation would be an advantage.

Communication and Support Skills

• Good client-facing communication and stakeholder-management skills.
• Ability to explain technical issues clearly to both technical and non-technical stakeholders.
• Strong incident ownership and ability to independently manage L2 issues through resolution or appropriate escalation.
• Ability to participate effectively in incident bridges and technical troubleshooting discussions.
• Good analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize multiple production issues based on severity and business impact.
• Ability to work independently while collaborating effectively with L1, L3, development, infrastructure, and other technical teams.
• Willingness to learn the supported applications and progressively take ownership of additional support areas.

Experience

• 3-5 years of overall IT experience, with relevant experience in application support, production support, or technical operations.
• Hands-on experience supporting business-critical applications in a production environment is preferred.
• Prior experience in Banking, Financial Services, Investment Banking, or Capital Markets applications would be an advantage.

Shift Requirement

• Candidate must be willing to work in night shifts and rotational shifts, based on project and client support requirements.
• Flexibility to support critical production incidents, planned changes, deployments, and escalations outside regular shift hours when required.