L3 Application Support Engineer TechOps

Role & responsibilities

About the Role

TechOps Application Support is responsible for the stability, performance and continuity of business-critical applications built on a cloud-native, microservices architecture. Supported applications are typically web, mobile and API-based platforms serving large user bases, with services built on modern backend frameworks, relational and in-memory databases, event/messaging systems, and standard CI/CD and monitoring tooling.

Role Details

Reports To: TechOps App Lead

Support Tier: L3 Senior / Final Escalation

Work Mode: 5 Days working

Role Summary

Senior-most technical escalation point within Application Support. Owns complex incident diagnosis, root cause analysis, deployment oversight, and acts as the technical bridge between TechOps, Development, Infrastructure/DB and Business teams, while mentoring the L2 team.

Key Responsibilities

Act as the final escalation point (L3) for incidents unresolved by L2 across all supported applications/modules.

Perform deep-dive triage across application services, databases, caching and messaging layers to isolate root cause for complex, cross-service issues.

Lead Root Cause Analysis (RCA) for P1/P2 incidents and drive corrective/preventive actions.

Own production deployments and rollbacks through the organization's CI/CD pipeline and release process.

Validate patches/upgrades jointly with Development, coordinating testing and sign-off in QA/Preprod environments.

Drive monitoring and alerting maturity help onboard APM tools, define alert thresholds, and review application/infra logs.

Troubleshoot API and integration issues, including authentication flows, and maintain related technical documentation.

Oversee database health and performance in coordination with DB/Infra support teams.

Maintain SOPs, runbooks and knowledge base articles for the L2 team; mentor L2 engineers through periodic knowledge-transfer sessions.

Ensure SLA adherence on support tickets (P1/P2/P3), manage the incident escalation path, and contribute to capacity planning and performance/load testing initiatives.

Required Technical Skills:

Strong experience supporting microservices/cloud-native applications (AWS, Azure or GCP).

Working knowledge of common backend frameworks (e.g., Java Spring Boot, Node.js) sufficient to read logs and stack traces.

Relational database troubleshooting and replication concepts (e.g., PostgreSQL, MySQL).

Familiarity with caching, event/queue systems, and container log analysis (e.g., Docker).

Solid understanding of REST APIs, token-based authentication, and API testing tools.

Experience with CI/CD tools and standard branching strategies.

Familiarity with web/app servers, Linux administration, and log/monitoring platforms (e.g., ELK/Kibana); APM exposure a plus.

Working knowledge of ITSM/ticketing tools and structured incident/escalation management.

Experience & Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field.

610 years in Application/Production Support, including 23 years in an L3/senior escalation role.

Experience supporting business-critical, high-traffic applications preferred; ITIL Foundation certification is a plus.

Key Attributes

Strong analytical ability and high ownership for ambiguous, multi-service issues.

Confident stakeholder management across Business, Dev, Infra and DB teams.

Strong RCA documentation and communication skills

Interested Candidates share their CVs on rinita.malwankar@ril.com