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L2 Application Support Engineer
algoleap
Hyderabad, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Application supportServiceNowDatadogITIL incident, problem, change, and request managementRoot cause analysisSQL
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Application supportServiceNowDatadog
Role Overview
The L2 Application Support Engineer owns second-line resolution of application incidents across enterprise platforms.
The role works with support, development, infrastructure, business, vendor, and application teams to maintain service continuity and SLA compliance.
Key Skills for This Role
Application supportServiceNowDatadogITIL incident, problem, change, and request managementRoot cause analysisSQL
Full Job Posting
Job Overview
The L2 Application Support Engineer owns second-line resolution of application incidents across enterprise platforms.
The role works with support, development, infrastructure, business, vendor, and application teams to maintain service continuity and SLA compliance.
Incident and Problem Management
- Resolve escalated L2 incidents through triage, investigation, restoration, and accurate ServiceNow documentation.
- Perform root cause analysis, maintain known error records, document workarounds, and implement corrective actions.
- Monitor queues, coordinate with L3 teams, and produce operational status reports.
Monitoring and Observability
- Monitor application health, performance, availability, infrastructure metrics, traces, logs, synthetic monitors, and dashboards using Datadog.
- Configure alerts, notification channels, thresholds, runbooks, and on-call playbooks.
- Analyze logs, traces, and metrics to identify bottlenecks, memory leaks, query degradation, and integration failures.
Change and Release Management
- Review changes for impact, rollback planning, approval, communication, and compliance with ITIL standards.
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