Mission / Role Purpose

The Application Support Engineer (L2) provides advanced application and operational support for production environments, acting as a bridge between frontline (L1) support, engineering teams, internal departments, and external suppliers.The role focuses on incident resolution, troubleshooting, escalation management, and continuous service improvement.

Key Objectives

End-to-end ownership of incidents and service requests.

Ensure SLA and KPI compliance.

Enable L1 teams and improve First Contact Resolution (FCR).

Ensure application stability and service availability.

Promote continuous improvement initiatives.

Key Responsibilities

Service Operations & Ticket Management

Manage support tickets (INC / SRQ / PRB / CHG).

Act as Incident Manager when required.

Ensure SLA compliance and proper prioritization.