Mid L2 Support Engineer

Job Description

Provide L2 application and production support for business-critical applications and resolve incidents and service requests within defined SLAs. Monitor application availability, performance, alerts, and system health; proactively identify and resolve potential issues. Troubleshoot application errors, failures, performance issues, authentication issues, connectivity problems, and integration/API issues. Analyze application logs, Windows/Event Viewer logs, Azure logs, monitoring alerts, and error messages to identify and resolve incidents. Perform initial troubleshooting across the application, infrastructure, database, network, and integration layers. Support application configuration, service restarts, deployments, patches, and routine maintenance activities. Troubleshoot application access and authentication issues involving Microsoft Entra ID, SSO, MFA, Conditional Access, Enterprise Applications, and user/group permissions. Work with Azure-hosted applications and troubleshoot related Azure VMs, Storage, VNet, NSG, Azure Monitor, Backup, and connectivity issues as required. Troubleshoot basic DNS, networking, VPN, firewall, and connectivity issues impacting application availability. Support RBAC, App Registrations, and Service Principals for application access and integrations. Use PowerShell, Azure CLI, Log Analytics, and KQL for application troubleshooting, monitoring, and investigation. Coordinate with development, database, infrastructure, network, security, and vendor teams for complex issues and provide relevant troubleshooting details. Perform root cause analysis (RCA) for recurring incidents and contribute to permanent fixes and problem management. Participate in incident, problem, change, and release management processes. Maintain accurate ticket documentation, troubleshooting notes, SOPs, runbooks, and knowledge articles. Ensure effective communication with stakeholders during major incidents and provide regular updates until resolution. Identify opportunities to improve application stability, monitoring, support processes, and operational efficiency. Application Support / Production Support L2 Incident \& Problem Management Application Monitoring \& Troubleshooting Application Logs \& Error Analysis Microsoft Azure Microsoft Entra ID / IAM SSO, MFA \& Conditional Access Enterprise Applications, App Registrations \& Service Principals Basic Active Directory / Hybrid Identity DNS, Networking, VPN \& Connectivity Troubleshooting PowerShell / Azure CLI Log Analytics / KQL Basic SQL / Database Troubleshooting API / Integration Troubleshooting