Monitoring L2 Application Support Engineer

Monitoring L2 Application Support Engineer

We are looking for an Application Monitoring / L2 Support Engineer to provide continuous monitoring, incident detection, initial troubleshooting and operational support for enterprise digital applications.
The candidate will be responsible for identifying production issues proactively, responding to alerts, performing initial diagnosis and coordinating with specialized L2/L3 engineers to restore services within agreed SLAs.
Key Responsibilities
• Monitor application availability, performance, API health and production infrastructure using monitoring dashboards.
• Identify and respond to application alerts, service failures and abnormal system behavior.
• Perform initial investigation of application, API, database connectivity and infrastructure issues.
• Create, categorize, prioritize and manage incidents through the ITSM/ticketing platform.
• Perform standard troubleshooting and execute approved recovery procedures using operational runbooks.
• Escalate complex issues to Java, Web/Mobile, DevOps, DBA or other specialist teams.
• Monitor batch jobs, scheduled processes, application integrations and background services.
• Track incident response and resolution timelines to support SLA compliance.
• Prepare daily operational health reports, incident summaries and shift handover reports.
• Support major incident bridges, RCA data collection and post-incident reviews.
• Maintain monitoring dashboards, alert configurations, knowledge-base articles and runbooks.
Required Technical Skills
• Experience in application monitoring, production support or IT operations.
• Hands-on knowledge of monitoring tools such as Grafana, Prometheus, ELK, Splunk, Zabbix or similar.
• Good understanding of Linux commands and basic troubleshooting.
• Familiarity with REST APIs, HTTP status codes and API health checks.
• Basic SQL knowledge for investigating application/data issues.
• Understanding of application logs, server metrics, alerts and performance indicators.
• Experience with incident management and ticketing tools such as ServiceNow or Jira Service Management.
• Knowledge of incident prioritization, escalation procedures and SLA management.
• Strong communication, documentation and shift handover skills.
Good to Have
• Exposure to Java/Spring Boot or React application environments.
• Basic understanding of Docker and Kubernetes.
• Familiarity with APM tools and distributed tracing.
• Experience supporting telecom or customer-facing digital platforms.
• ITIL Foundation certification.
• Knowledge of scripting or monitoring automation.