Application Support Specialist

2 weeks ago


Delhi, Delhi, India Clover Infotech Private Limited Full time

Job Title: L2 Application Support Engineer

Job Summary: We are looking for an L2 Application Support Engineer to join our team. The successful candidate will be responsible for the day-to-day maintenance of application systems in operation.

Key Responsibilities:

  • Identify and troubleshoot application issues and resolve or escalate them appropriately.
  • Conduct root cause analysis, manage communication, and maintain client relationships in partnership with infrastructure service support team members.
  • Perform end-to-end incident management, including investigation and resolution, and handover to L3 for any code changes.
  • Ensure all production changes are made in accordance with lifecycle methodology and risk guidelines.
  • Make configuration changes or apply patches to meet customer requirements or resolve complaints.
  • Drive product and process quality improvement.
  • Minimize customer escalations proactively with proper customer response and updates.
  • Analyze issues while escalating to L3 level/SMEs.
  • Oversee and intervene in compliance matters.
  • Meet first response time SLA, using a ticketing tool, and work with L1 & L3 team and SMEs.
  • Support ticket reduction (normalized as average number of tickets per installation).


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