Description
We are evolving our Reliability Engineering team to move beyond support and operations. As a Senior Engineer, you will be part of a diverse and inclusive organization that has full ownership of the availability, performance, and scalability of one of the most critical shared services at LSEG.
The Application Support Engineer (L2) is responsible for providing advanced technical support for business-critical applications. This role handles incident resolution escalated from L1 support, performs root cause analysis, and works closely with development, infrastructure, and business teams to ensure application stability, performance, and availability.
Key Responsibilities
- Provide Level 2 support for production and non-production applications
- Investigate and resolve application incidents escalated from L1 within SLA
- Perform root cause analysis (RCA) and implement preventive fixes
- Monitor application health, logs, and system performance
- Execute SQL queries or scripts to analyze and fix data-related issues
- Support application deployments, releases, and patches
- Coordinate with development, DevOps, DB, and infrastructure teams
- Document known issues, workarounds, and standard operating procedures (SOPs)
- Participate in on-call / shift rotations as required
- Assist in problem management and continuous service improvement
- Ensure compliance with security, audit, and change management processes
Required Skills & Qualifications
- Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience)
- 5–8 years of experience in Application support or Production support
- Strong understanding of application architecture and support processes
- Experience with:
- Incident, problem, and change management (ITIL-based)
- Log analysis and troubleshooting
- SQL / database queries (Oracle, MySQL, PostgreSQL, etc.)
- Linux/Unix and/or Windows environments
- Familiarity with monitoring tools (Bigpanda, Splunk, Datadog etc.)
- Good communication and documentation skills
Preferred Skills
- Knowledge of cloud platforms (AWS, Azure, GCP)
- Experience with middleware (WebLogic, WebSphere, Tomcat, Kafka)
- Understanding of APIs, microservices, and batch jobs(Autosys)
- Basic scripting (Shell, Python, PowerShell)
- ITIL certification
Key Competencies
- Strong problem-solving and analytical skills
- Ability to work under pressure in production environments
- Customer-focused mindset
- Effective collaboration across teams
- Attention to detail and ownership of issues