L2 Support

Job Summary:

We are looking for an experienced L2 Production Support Engineer with hands-on experience in event management, incident handling, ServiceNow, and monitoring tools. The ideal candidate should have strong troubleshooting skills and experience in maintaining production system stability and resolving technical issues within defined SLAs.

Primary Skills:

• L2 Production Support
• Event Management and Incident Management
• ServiceNow
• Monitoring tools such as Splunk, AppDynamics, or ThousandEyes

Secondary Skills:

• Batch Monitoring and Scheduling
• Unix/Linux troubleshooting
• Windows Server troubleshooting

Key Responsibilities:

• Monitor production systems and applications to ensure availability and stability.
• Handle L2 incidents, events, alerts, and service requests.
• Use ServiceNow for incident logging, tracking, prioritization, and resolution.
• Analyze monitoring alerts using Splunk, AppDynamics, or ThousandEyes.
• Perform initial troubleshooting, identify root causes, and coordinate with relevant teams for issue resolution.
• Monitor batch jobs and scheduled tasks, and troubleshoot failures.
• Perform basic Unix/Linux and Windows Server troubleshooting.
• Ensure timely incident resolution in accordance with SLA requirements.
• Maintain incident records and provide updates to stakeholders.

Experience: 3–4 Years

Location: Hyderabad

Job Responsibilities:

• Provide L2 production support and troubleshoot application or infrastructure issues.
• Monitor alerts and incidents using Splunk, AppDynamics, or ThousandEyes.
• Perform event management, incident analysis, and root cause identification.
• Manage incidents, service requests, and escalations through ServiceNow.
• Coordinate with L1, L3, and relevant teams to ensure timely issue resolution.
• Monitor system performance and maintain service availability.

Required Skills:

• Hands-on experience in L2 Production Support.
• Knowledge of Event Management and Incident Management.
• Experience with ServiceNow.
• Working knowledge of Splunk, AppDynamics, or ThousandEyes.
• Strong troubleshooting, analytical, and communication skills.

Job Summary:

We are looking for an experienced L2 Production Support Engineer with hands-on experience in production monitoring, event management, incident management, troubleshooting, and root cause analysis (RCA). The candidate should have experience working with enterprise monitoring tools and ITSM platforms to ensure application stability and smooth production operations.

Mandatory Skills:

• L2 Production Support
• Event Management / Mission Control
• Incident Management
• Linux / Unix
• Observability and Production Monitoring
• Batch Monitoring

Primary Skills:

• ServiceNow
• Splunk / AppDynamics / ThousandEyes
• Event Monitoring and Incident Handling
• Production Troubleshooting

Secondary Skills:

• Batch Monitoring and Scheduling
• Windows Server Troubleshooting
• Root Cause Analysis (RCA)
• Cross-team Coordination

Key Responsibilities:

• Monitor production environments and identify alerts, events, and potential issues.
• Handle L2 production incidents and perform initial troubleshooting.
• Manage incidents and service requests using ServiceNow or similar ITSM tools.
• Analyze application and system logs using monitoring tools such as Splunk, AppDynamics, or ThousandEyes.
• Perform root cause analysis and coordinate with relevant teams to resolve recurring issues.
• Monitor batch jobs and schedules, ensuring timely execution.
• Troubleshoot Linux/Unix and Windows Server-related issues.
• Ensure adherence to SLAs and follow established incident management processes.

📢 Hiring: Application Production Support (L2)

📍 Location: Hyderabad

💼 Experience:3+ Years Only

We are looking for experienced professionals for the role of Application Production Support Engineer with strong knowledge of L2 production support, event management, and monitoring tools.

🔹 Key Responsibilities:

• Provide L2 application production support and troubleshoot production issues.
• Monitor application performance, alerts, and system events.
• Handle incident management, event management, and problem resolution.
• Analyze logs and identify root causes using monitoring tools.
• Manage incidents and service requests through ServiceNow.
• Collaborate with application, infrastructure, and development teams to resolve issues.
• Ensure timely resolution of incidents in accordance with SLA requirements.

🔹 Primary Skills Required:

• L2 Production Support
• Event Management
• ServiceNow
• Splunk / AppDynamics / ThousandEyes

Job Summary

We are looking for an experienced Application Support Engineer (L2) with strong knowledge of application support, observability, SQL, ITIL processes, shell scripting, automation, and Grafana. The candidate will be responsible for providing production support for banking applications, monitoring application performance, troubleshooting incidents, performing root cause analysis, and ensuring system availability and stability.

The ideal candidate should have experience working in a banking or financial services environment, with a strong focus on incident management, problem management, monitoring, and operational efficiency.

Key Responsibilities

• Provide L2 production support for banking applications and ensure high availability and smooth business operations.
• Monitor application health, performance, logs, and alerts using observability tools such as Grafana.
• Troubleshoot application issues, analyze logs, identify root causes, and coordinate with L3, development, infrastructure, and database teams for resolution.
• Perform SQL queries to validate data, investigate application issues, and troubleshoot database-related incidents.
• Develop and maintain shell scripts to automate routine operational tasks and support activities.
• Identify opportunities for automation to reduce manual effort and improve operational efficiency.
• Follow ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
• Monitor critical banking transactions, batch jobs, interfaces, and application workflows.
• Perform root cause analysis (RCA) and prepare incident reports and preventive action plans.
• Ensure adherence to SLA, KPI, and operational performance targets.
• Participate in production deployments, release validation, and post-deployment monitoring.
• Maintain support documentation, SOPs, knowledge base articles, and troubleshooting guides.
• Coordinate with business stakeholders and internal teams to ensure timely resolution of production issues.
• Support audit, compliance, and operational control requirements relevant to banking applications.

Required Technical Skills

• Application Support: Hands-on experience in L2 application and production support.
• Observability: Experience with application monitoring, log analysis, metrics, dashboards, and alert management.
• Grafana: Knowledge of dashboards, metrics visualization, alerting, and application health monitoring.
• SQL: Ability to write queries, perform data validation, troubleshoot database issues, and analyze transaction data.
• ITIL: Understanding of incident, problem, change, and service request management processes.
• Shell Scripting: Ability to write and execute shell scripts for troubleshooting and operational activities.
• Automation: Experience automating repetitive support tasks and operational workflows.
• Production Operations: Experience with incident investigation, RCA, SLA management, and escalation procedures.
• Banking Domain: Understanding of banking applications, financial transactions, batch processing, and business-critical operations.

Preferred Skills

• Experience with Linux/Unix operating systems.
• Knowledge of log monitoring and analysis tools.
• Familiarity with APIs, application servers, and database connectivity troubleshooting.
• Exposure to tools such as Splunk, ELK/Elastic Stack, Prometheus, or similar monitoring platforms.
• Experience supporting payment systems, core banking applications, transaction processing, or other financial services applications.
• Understanding of production change controls, audit requirements, and operational risk management.

Job Title: Application Production Support Engineer – L2

Experience: 3–4 Years Only

Location: Hyderabad

Job Type: Full-time

Job Summary

We are looking for an experienced Application Production Support Engineer (L2) to provide operational support for business-critical applications. The ideal candidate should have hands-on experience in incident and event management, application monitoring, troubleshooting, and ticket management using ServiceNow and monitoring tools such as Splunk, AppDynamics, or ThousandEyes.

Key Responsibilities

• Provide L2 production support for business-critical applications and ensure smooth day-to-day operations.
• Monitor application performance, availability, and system health to identify and resolve issues proactively.
• Perform event monitoring, alert analysis, incident triage, and troubleshooting.
• Log, track, prioritize, and resolve incidents and service requests using ServiceNow.
• Analyze application logs and monitoring alerts using Splunk, AppDynamics, and/or ThousandEyes.
• Investigate recurring issues, perform root cause analysis, and implement preventive measures.
• Coordinate with L1 support, L3 teams, development teams, and infrastructure teams for timely issue resolution.
• Ensure compliance with SLAs and follow established incident, problem, and change management processes.
• Maintain support documentation, incident reports, and knowledge base articles.
• Participate in shift rotations, weekend support, and on-call activities as required.

Required Skills

• 3–4 years of experience in Application Production Support.
• Strong hands-on experience in L2 Production Support.
• Good understanding of Event Management and Incident Management.
• Working experience with ServiceNow for ticket and incident management.
• Experience with at least one of the following monitoring tools:
• Splunk
• AppDynamics
• ThousandEyes
• Strong troubleshooting and analytical skills.
• Understanding of SLA management and ITIL processes.
• Good communication skills and the ability to work effectively with cross-functional teams.

Preferred Qualifications

• Experience supporting enterprise applications in a 24/7 production environment.
• Knowledge of application performance monitoring and alert management.
• Experience with incident escalation, problem management, and root cause analysis.

Work Location: Hyderabad

Experience Required: 3–4 Years Only

Candidates with relevant experience in L2 Application Production Support and monitoring tools are encouraged to apply.

1. Job Summary
2. We are looking for an experienced L2 Production Support Engineer to manage production incidents, monitor application and infrastructure health, and ensure high availability of business-critical services. The candidate will be responsible for event management, incident triage, root cause analysis, alert monitoring, and coordination with L1, L3, DevOps, infrastructure, and application teams through a Mission Control environment.
3. The ideal candidate should have hands-on experience with ServiceNow, Splunk, AppDynamics, ThousandEyes, and production monitoring tools.
4. Key Responsibilities

• Monitor production applications, infrastructure, and business services using monitoring and observability tools.
• Perform L2 production support activities, including incident investigation, troubleshooting, and resolution.
• Manage real-time alerts, events, and incidents through the Event Management / Mission Control function.
• Monitor application logs, system performance, availability, and transaction failures using Splunk, AppDynamics, and ThousandEyes.
• Analyze alerts and correlate events to identify potential service disruptions and reduce alert noise.
• Create, update, assign, and track incidents, problems, and change requests in ServiceNow.
• Perform initial impact assessment, incident prioritization, and escalation based on severity and SLA requirements.
• Troubleshoot application errors, service outages, connectivity issues, performance degradation, and recurring incidents.
• Collaborate with L1 support, L3 engineering, application development, database, network, middleware, and infrastructure teams.
• Perform root cause analysis (RCA) and contribute to problem management and preventive action plans.
• Support major incident management, bridge calls, stakeholder communication, and service restoration activities.
• Maintain incident documentation, troubleshooting procedures, operational runbooks, and knowledge articles.
• Identify recurring alerts and incidents and recommend automation or monitoring improvements.
• Participate in shift rotations, weekend support, and 24/7 operations, as required.
• Ensure compliance with operational procedures, SLAs, OLAs, and ITIL best practices.

1. Required Technical Skills
2. 1. L2 Production Support

• Hands-on experience in application or infrastructure production support.
• Incident triage, troubleshooting, service restoration, and escalation management.
• Knowledge of application logs, system health checks, and performance monitoring.
• Experience supporting business-critical production environments.

1. 2. Event Management / Mission Control

• Experience with real-time event monitoring and alert management.
• Ability to correlate events, identify service-impacting alerts, and prioritize incidents.
• Knowledge of event-to-incident workflows and major incident escalation procedures.
• Experience working in a centralized IT operations or Mission Control environment.

1. 3. ServiceNow

• Experience with ServiceNow Incident Management, Problem Management, and Change Management.
• Ability to create, update, assign, and resolve incidents while maintaining accurate ticket documentation.
• Understanding of incident priority, severity, SLA tracking, and escalation workflows.
• Exposure to ServiceNow ITOM / Event Management is an advantage.

1. 4. Monitoring and Observability Tools

• Splunk: Log analysis, searching, filtering, troubleshooting, and identifying application errors.
• AppDynamics: Application performance monitoring, transaction tracing, response-time analysis, and identifying bottlenecks.
• ThousandEyes: Network and application connectivity monitoring, path visualization, latency analysis, packet loss, and availability troubleshooting.

1. 5. Additional Technical Knowledge

• Basic understanding of Linux/Unix and Windows operating systems.
• Knowledge of networking fundamentals, including TCP/IP, DNS, HTTP/HTTPS, latency, and connectivity troubleshooting.
• Basic SQL knowledge for data validation and troubleshooting.
• Understanding of REST APIs, web applications, middleware, and distributed application environments is preferred.

1. Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3–7 years of experience in IT production support, application support, or IT operations.
• Hands-on experience with ServiceNow and at least one major monitoring or observability tool.
• Strong analytical, troubleshooting, communication, and incident management skills.
• Familiarity with ITIL processes and SLA-driven support environments.
• Ability to work under pressure and handle multiple production incidents simultaneously.

1. Preferred Qualifications

• ITIL Foundation certification.
• Experience with ServiceNow ITOM / Event Management.
• Exposure to major incident management and root cause analysis.
• Experience in enterprise, banking, telecom, retail, or other high-availability environments.
• Knowledge of automation and scripting using Shell, Python, or PowerShell.

1. Key Performance Indicators (KPIs)

• Incident response and resolution time.
• SLA compliance.
• Mean Time to Acknowledge (MTTA) and Mean Time to Resolve (MTTR).
• Production service availability and monitoring effectiveness.
• Reduction in recurring incidents and false-positive alerts.
• Quality of incident documentation and root cause analysis.

1. Ideal Candidate Profile
2. The ideal candidate is a technically strong L2 Production Support Engineer with hands-on experience in incident and event management, ServiceNow ticketing, production monitoring, and application/network troubleshooting. The candidate should be capable of quickly identifying service-impacting issues, coordinating with resolver teams, and restoring services while maintaining SLA commitments and operational stability.
3. Key skills for the role

• L2 Production Support
• Event Management / Mission Control
• ServiceNow ITSM / ITOM
• Production Monitoring and Alert Management
• Splunk
• AppDynamics
• ThousandEyes
• Incident, Problem and Major Incident Management
• Root Cause Analysis (RCA)
• ITIL and SLA Management