Support Engineer

Dear Candidate

We are looking for an L1/L2 Application Support Engineer to monitor applications and infrastructure, troubleshoot technical issues, manage incidents, and ensure service availability while meeting defined SLAs.

Key Responsibilities

• Monitor application, infrastructure, and network health using Grafana, Kibana, Prometheus, Nagios, or similar tools.
• Perform incident triage, troubleshooting, ticket management, and escalation to L2/L3 teams.
• Analyse logs, execute SQL queries, debug APIs, and troubleshoot application/database issues.
• Manage incidents and service requests using ticketing tools such as Jira and GLPI.
• Coordinate with customers, business users, and technical teams for timely incident resolution.
• Validate service restoration and support production deployments, releases, patching, and maintenance activities.
• Conduct Root Cause Analysis (RCA), maintain SOPs/runbooks, and document recurring issues.
• Monitor system performance, availability, capacity, and SLA compliance; identify opportunities for automation and improvement.

Technical Skills

• Hands-on experience in application support, production support, or IT operations.
• Knowledge of Linux/Unix and Windows administration.
• Experience with monitoring tools such as Grafana, Kibana, Prometheus, or Nagios.
• Proficiency in SQL queries, database troubleshooting, log analysis, and performance diagnostics.
• Understanding of APIs, API debugging, and integration troubleshooting.
• Experience with ticketing tools such as Jira or GLPI and incident/change management processes.
• Scripting knowledge in Shell, Python, or PowerShell.
• Exposure to cloud platforms, middleware technologies, production deployments, and release management.
• Understanding of incident management, problem management, RCA, and SLA compliance.