Name of the position: L1 Application Support Engineer
No. of resources needed: 01
Years of experience: 2+ Years
Role Overview
We are seeking an L1 Application Support Engineer with 1–3 years of technical experience who can support production applications, investigate incidents, analyze logs, and execute SOP-based resolutions. The candidate should have strong Java fundamentals and the ability to write and execute basic SQL queries to aid in troubleshooting, monitoring, and validation activities. The role involves close collaboration with L2 engineers, development teams, and business stakeholders to ensure operational stability and SLA-driven support delivery
Key Responsibilities
- Monitor dashboards, scheduled jobs, daily processes, and application health indicators to proactively identify issues.
- Investigate alerts and incidents based on documented SOPs and preliminary analysis.
- Perform daily/periodic health checks and generate operational or performance reports.
- Execute SOP-based activities including retries, restarts, validations, and job reruns for predefined incident types.
- Use Java knowledge to analyze application logs, identify errors, and validate issue patterns before escalation.
- Take ownership of L1-level issues through investigation and SOP execution, ensuring timely and quality support.
- Research, analyze, and troubleshoot recurring or SOP-defined incidents; escalate issues outside defined scope to L2 or development teams as needed.
- Escalate critical incidents in line with severity and SLA requirements.
- Document troubleshooting steps, root causes, resolutions, and contribute to ongoing SOP refinements and internal knowledge-sharing.
- Create technical notes, troubleshooting playbooks, and support articles to improve resolution efficiency and onboarding.
- Collaborate with internal teams to ensure SLA commitments are consistently met and incidents are prioritized based on urgency and business impact.
Required Qualifications
- 1–3 years of hands-on technical experience.
- Strong understanding of Java fundamentals, including ability to interpret logs and error behavior.
- Ability to write and run basic SQL queries for validation, troubleshooting, and investigation tasks.
- Ability to analyze logs, understand application behavior, and perform structured preliminary triage.
- Good understanding of REST APIs, JSON, XML, and standard HTTP responses (preferred).
- Strong analytical and problem-solving abilities with a proactive and detail-oriented approach.
- Excellent written and verbal communication skills for collaboration, documentation, and escalation.
- Professional interaction and stakeholder handling where required.
- Ability to learn system flows, SOPs, and troubleshooting methods efficiently with minimal supervision.
- Strong organizational skills and time management to prioritize activities and maintain SLA adherence.