L2 Application Support Engineer TechOps

Role & responsibilities

About the Role

TechOps Application Support is responsible for the stability, performance and continuity of business-critical applications built on a cloud-native, microservices architecture. Supported applications are typically web, mobile and API-based platforms serving large user bases, with services built on modern backend frameworks, relational and in-memory databases, event/messaging systems, and standard CI/CD and monitoring tooling.

Role Details

Reports To: L3 Application Support Engineer / TechOps App Lead

Support Tier: L2 Operational Support

Work Mode: Rotational shift / on-call as required

Role Summary

Provides day-to-day operational support for business applications first-line technical triage, monitoring and coordination with L3/Development for issues beyond L2 scope.

Key Responsibilities

• First-level triage of support tickets across application modules/functions.
• Diagnose functional/application issues using application and infrastructure logs.
• Run routine health checks on services, APIs, caching layers and database connectivity.
• Execute approved runbooks for known issues (restarts, cache clears, configuration checks).
• Escalate complex/unresolved issues to L3 with clear diagnostics within SLA (P1/P2/P3).
• Support production deployments/rollbacks under L3 guidance via the CI/CD pipeline.
• Assist in validating fixes in Testing/Preprod environments before production release.
• Maintain incident logs, FAQs and runbook accuracy.
• Track and follow up on functional issues reported by end users.
• Communicate status/resolution updates to business stakeholders and end users.
• Support on-call rotation for after-hours coverage.

Required Technical Skills

• Working knowledge of web/mobile application support and REST APIs.
• Basic-to-intermediate database query/diagnostic skills (e.g., PostgreSQL, MySQL).
• Familiarity with application/container logs and log-analysis tools (e.g., ELK/Kibana).
• Understanding of token-based authentication and API testing tools (e.g., Postman).
• Exposure to CI/CD concepts and tools desirable.
• Basic Linux command-line proficiency.
• Familiarity with ITSM/ticketing tools and structured incident management.

Experience & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 25 years in Application/Production Support (L2 level).
• Experience supporting business-critical or high-traffic applications is a plus.

Key Attributes

• Good troubleshooting and analytical skills with attention to detail.
• Clear communication with end users, business stakeholders and technical teams.
• Comfortable in a fast-paced, SLA-driven support environment.
• Team player, willing to learn the architecture and take rotational/on-call duties.

Interested Candidates kindly share the CV on [email removed]