Job Title:  Analyst | Digital | Pune | Operations, Industry & Domain Solutions

Role Overview

We are seeking a skilled L2 Support Engineer with 3–5 years of experience to provide advanced technical support for critical applications and systems. The role involves resolving escalated issues from L1, working with SQL for data analysis and troubleshooting, and collaborating with cross-functional teams to ensure seamless operations and high service availability.

Key Responsibilities

• Handle escalated tickets from L1 support and ensure timely resolution within defined SLAs.
• Troubleshoot and resolve application, system, and database-related issues.
• Use SQL queries to analyze data, identify root causes, and provide fixes or workarounds.
• Collaborate with development, infrastructure, and database teams for issue resolution and preventive measures.
• Document solutions, create knowledge base articles, and mentor L1 teams where necessary.
• Participate in incident, problem, and change management processes.
• Support scheduled deployments, patches, and configuration updates.
• Perform root cause analysis (RCA) and contribute to continuous improvement initiatives.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–5 years of experience in L2/Application Support roles.
• Strong SQL knowledge (queries, joins, troubleshooting).
• Hands-on experience with ticketing systems (Redmine, ServiceNow, JIRA, etc.).
• Good understanding of Windows/Linux operating environments.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Willingness to work in shifts and provide on-call support if required.

Good to Have (Optional)

• Knowledge of ASP.Net Web Forms, C#, and Java for application-level troubleshooting.
• Scripting experience (PowerShell, Python, or Shell scripting).
• Familiarity with monitoring/logging tools (Splunk, Dynatrace, AppDynamics, etc.).
• ITIL Foundation certification or knowledge of ITIL processes.