L2 Application Support Engineer

Key Responsibilities

• Lead and mentor L1 support teams, providing guidance, training, and performance support
• Manage incident, ticket, and escalation processes to ensure timely issue resolution
• Monitor SLAs, KPIs, response times, and service delivery metrics
• Act as the primary liaison between client stakeholders, offshore teams, and internal leadership
• Conduct weekly, monthly, and quarterly service review meetings and presentations
• Drive process improvements, SOP adherence, and knowledge management initiatives
• Manage project infrastructure, offshore VDI connectivity, and helpdesk telephony systems
• Cook up with infrastructure vendors, engineering teams, and IT support groups
• Support business growth initiatives by identifying new opportunities and assisting with proposals, SOWs, and SLA documentation
• Support project management teams on resource utilization and operational efficiency

Required Skills & Experience

• Strong experience in Application Support / Production Support environments
• Experience leading L1/L2 support teams and handling client escalations
• Excellent communication and stakeholder management skills
• Strong understanding of incident management, SLA tracking, and ITIL processes
• Experience with infrastructure coordination, VDI connectivity, and support operations
• Able to work in a client-facing onsite/offshore model