Application Support Engineer

Job Title:

Associate Application Support Specialist L1

Role Summary

The L1 Analyst provides first line operational support for businesscritical applications. The role focuses on monitoring, alert handling, initial triage, basic troubleshooting, user assistance, and timely escalation, ensuring stable and reliable application operations. L1 works closely with L2/L3 teams and follows runbooks, SOPs, and ITSM processes to maintain service continuity.

Key Responsibilities

Monitoring & Alert Handling

• Monitor application and system health using approved monitoring tools.
• Acknowledge and respond to alerts within SLAs.
• Perform basic triage, identify impacted components, and check application availability.
• Identify common Java-related errors/exceptions from logs.
• Monitor batch jobs (Autosys or equivalent) and perform approved restarts.

Initial Troubleshooting & Recovery

• Execute basic scripts (Shell/Python/PowerShell) for health checks, log collection, and validations.
• Perform standard recovery actions as per runbooks and SOPs.
• Validate application health after restarts or changes.

Incident Management & Escalation

• Log, categorize, and update incidents accurately in ServiceNow or similar ITSM tools.
• Resolve issues within L1 scope; escalate to L2/L3 with complete diagnostic context.

User Support & Documentation

• Assist users with basic issues such as access, navigation, and configuration.
• Contribute to KB articles, SOP updates, and shift handover notes.

Compliance & Collaboration

• Follow security, access control, and audit requirements.
• Work with L2/L3, development, and support teams to improve operational processes.

Technical Skills

• Basic understanding of Java application components (JVM, heap, threads – high-level).
• Basic Unix/Linux commands.
• Ability to execute Shell/Python/PowerShell scripts.
• Familiarity with monitoring tools (Grafana, Splunk, AppDynamics).
• Knowledge of networking basics, batch operations, MQ, ITSM processes.
• Understanding of Autosys or similar schedulers.
• Basic COBOL knowledge
• SQL DB fundamentals knowledge, querying skills

Soft Skills

• Strong communication and customer service skills.
• Ability to follow detailed procedures and document work clearly.
• Analytical mindset and willingness to learn.
• Ability to work in 247 rotational shifts.

Experience & Education

• 0.5–2 years of experience in IT operations or application support.
• Bachelor’s degree in IT/Computer Science or equivalent technical qualification (preferred).
• Experience with ticketing systems and remote support tools is a plus.

Working Conditions

• Rotational shifts including nights/weekends/holidays.
• Fast-paced environment with multiple priorities.
• Hybrid working model .