L2 Application Support Engineer

The **L2 Application Support Engineer** is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology environment. **Key Responsibilities** **1. Incident & Problem Management** + **Escalation Handling:** Acknowledge and own incidents escalated by the L1 support team or monitoring alerts. + **Troubleshooting & Diagnosis:** Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures. + **Workaround Implementation:** Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact. + **Collaboration:** Partner with L3 developers, database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues. + **Incident Lifecycle Management:** Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution. **2. Monitoring, Observability & Preventive Maintenance** + **System Monitoring:** Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites. + **Proactive Interventions:** Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions. + **Health Checks:** Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs. **3. Release, Deployment & Configuration Management** + **Deployment Validation:** Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows. + **Configuration Controls:** Maintain and update application configuration files, environment variables, and parameter settings under strict change management processes. + **Environment Management:** Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency. **4. Communication & Stakeholder Management** + **Status Updates:** Provide clear, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents. + **Bridges & War Rooms:** Participate in or lead technical incident bridges to coordinate restoration efforts. + **Post-Incident Reviews:** Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation. **5. Documentation & Knowledge Management** + **Runbooks & SOPs:** Document and update Standard Operating Procedures (SOPs), application architecture maps, and troubleshooting runbooks. + **Knowledge Sharing:** Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates. **Required Technical Skills** + **Scripting & Automation** - Proficiency in writing and debugging **Shell scripting** (Bash), **PowerShell** , or **Python** to automate daily tasks and analyze log files. + **Databases & Querying** - Strong **SQL** skills (Oracle, MS SQL, Sybase, or PostgreSQL). Ability to write complex select queries, joins, analyze execution plans, and run database scripts. + **Middleware & Web Servers** - Working knowledge of **Apache** , **Tomcat** , **Nginx** , **WebSphere,** and messaging queues like **IBM MQ** , **RabbitMQ** , or **Apache Kafka** . + **Cloud & Containerization** - Familiarity with **Docker** , **Kubernetes** , **OpenShift** , or cloud infrastructure (AWS/Azure) concepts and container deployments. + **Monitoring & Logging** - Hands-on experience with tools such as **Splunk** , **ELK Stack** , **AppDynamics** , **Dynatrace** , **Grafana** , or **ITRS Geneos** . + **ITSM & Collaboration** - Experience with ticketing tools like **ServiceNow** or **Jira** , and version control systems like **Git** or Bitbucket. **Required Professional & Soft Skills** + **Analytical Mindset:** Excellent logical reasoning and problem-solving skills; ability to systematically break down a complex issue. + **Communication:** Exceptional verbal and written communication skills, with the ability to translate technical details into plain language for business teams. + **Pressure Tolerance:** Calm demeanor under pressure, especially during high-severity system outages. + **Team Collaboration:** Ability to work cohesively in a global, distributed cross-functional environment. **Qualifications & Experience** + **Education:** Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline. + **Experience:** 5+ years of experience in an application support, technical support, or systems engineering role (preferably in an enterprise or financial services environment). + **Certifications (Desirable):** + ITIL v3 or v4 Foundation certification. + Professional certifications in AWS/Azure, Kubernetes (CKAD), Linux Administration, or Oracle/SQL. ------------------------------------------------------ **Job Family Group:** Technology ------------------------------------------------------ **Job Family:** Applications Support ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ **Most Relevant Skills** Please see the requirements listed above. ------------------------------------------------------ **Other Relevant Skills** For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ _Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law._ _If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review_ _Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)_ _._ _View Citi's_ _EEO Policy Statement (https://www.citigroup.com/global/eeo-aa-policy)_ _and the_ _Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)_ _poster._ Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.