Application Support Engineer-Software Engineer

Responsible for L2 application support, incident troubleshooting, application monitoring, production deployment support, and coordination with L1/L3 teams to ensure SLA compliance and smooth application operations.

Key Responsibilities Monitor Jira ticket queues and team communication channels for incidents and L1 updates. Acknowledge tickets within the defined SLA, analyse issues, and resolve them using approved SOPs and workarounds.

Escalate unresolved incidents to L3 and track progress until resolution, maintaining accurate ticket updates and escalation trackers. Monitor New Relic, infrastructure, and Azure Service Bus alerts, taking appropriate action for critical alerts as per SOPs. Execute Pre-Production and Production deployments using approved Confluence runbooks and perform post-deployment sanity checks.

Troubleshoot deployment failures and coordinate with relevant technical teams for resolution. Fulfil application-related service requests and maintain/update SOPs and support documentation.

Ensure SLA compliance, effective shift handovers, and continuity of support operations. Must work in shift to cover 24 * 7 support within team

Required Skills 3-5 years of experience in application support or production support. Hands-on experience with Jira and incident management. Familiarity with New Relic or similar monitoring tools and Microsoft Azure services.

Good troubleshooting and analytical skills, with an understanding of application logs and production environments. Knowledge of deployment procedures, ticket escalation, and SLA management. Strong communication and coordination skills.

Ready to work in rotational shifts, including weekends and public holidays.

Preferred Skills Basic understanding of Java/Spring Boot applications, REST APIs, databases, and messaging systems. Experience in enterprise application support, logistics, shipping, or customs systems.