Provides L2 technical support for enterprise applications, databases, middleware, infrastructure, and integrations. Responsibilities include incident ownership, troubleshooting, root-cause analysis, monitoring, health checks, deployment validation, configuration management, stakeholder communications during critical incidents, documentation, and L1 knowledge transfer. The role requires scripting, SQL, middleware, cloud and containerization knowledge, observability tools, ITSM platforms, and collaboration with development and infrastructure teams.
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.
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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.
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