Role: Senior Support Engineer - L2 / L3
Experience: 3-6Years
Work Location: Mumbai(Kanjurmarg)
Notice Period: Immediate to max 15 days
Role Overview:
The Senior Support Engineer will act as L2/L3 support for production applications and services. This role is responsible for advanced troubleshooting, root cause analysis, resolution of complex incidents, and coordination with development, infrastructure, and business teams
Key Responsibilities:
- Investigate and resolve complex production issues in Java or .NET applications.
- Perform advanced debugging using logs, stack traces, application behavior, and configuration analysis.
- Write and optimize MS SQL queries for issue diagnosis, validation, and approved data correction.
- Drive production issues to closure by coordinating with development, infrastructure, database, and business teams.
- Handle critical incidents and ensure service restoration within agreed SLAs.
- Perform root cause analysis and drive permanent fixes or preventive actions.
- Lead incident calls, provide regular status updates, and maintain incident timelines.
- Guide junior support engineers on issue analysis, triage, and ticket handling.
- Follow ITIL practices for incident, problem, and change management.
- Prepare incident reports, RCA documents, and support handover notes.
- Act as an escalation point for unresolved or high-impact issues.
Required Skills:
- Strong experience in debugging Java or .NET applications in production environments.
- Strong hands- on experience with MS SQL, including joins, stored procedures, and data troubleshooting.
- Proven experience in root cause analysis and driving incidents to closure.
- Strong understanding of logs, monitoring tools, and production support workflows.
- Good understanding of ITIL processes and escalation management.
- Strong analytical, coordination, stakeholder management, and communication skills.
Preferred Qualifications:
- 3–7 years of experience in application support, production support, or backend development.
- Experience supporting business- critical applications in a production environment.
- Exposure to APIs, microservices, deployment troubleshooting, and cloud platforms.
- Familiarity with debugging tools, SQL Server Management Studio, and monitoring platforms.