Application Support Engineer

Company Description

Aqilea is an IT and engineering consulting partner that helps companies get more out of their technology and operations. With teams in Stockholm and Bangalore, we work closely with our clients to build solutions that fit their needs - from software development, AI and infrastructure engineering to industrial automation and embedded systems.

We combine strong technical expertise with a practical, business-focused approach to help organizations modernize, improve security, and scale with confidence. Above all, we focus on long-term partnerships built on trust, quality, and real results.

With us, you have great opportunities to take real steps in your career and the opportunity to take great responsibility.

About the Role

Company: Aqilea India

Role: Application Support Engineer

Exp Range : 5 to 8 years

Work Location : Bangalore(Hybrid)

Role Overview

We are looking for an experienced Application Support Engineer (L2) to manage end-to-end product operations with a focus on incident, problem, change, and continuous improvement management. The ideal candidate will be responsible for troubleshooting production issues, ensuring operational stability, collaborating with cross-functional teams, and supporting business-critical applications in a fast-paced e-commerce environment.

Key Responsibilities

• Manage end-to-end product operations, including Incident, Problem, Change, and Continuous Improvement Management.
• Perform technical analysis and troubleshoot complex production incidents and operational issues.
• Drive root cause analysis and coordinate with cross-functional teams to ensure timely resolution of production issues.
• Monitor and respond to escalated incidents from the Operations Command Center, ensuring operational stability across multiple services.
• Collaborate with product teams, SaaS providers, and business stakeholders to maintain service reliability and continuous operational improvements.
• Ensure adherence to Incident and Problem Management SLAs, KPIs, and vendor commitments.
• Participate in governance activities, change assessments, major business event planning, and service reviews.
• Support application releases through post-deployment validation, hypercare activities, and rollback coordination.
• Monitor service performance metrics and drive continuous operational excellence.
• Participate in 24x7 on-call support for critical P1/P2 incidents and provide shift-based production support as required.

Required Skills

• Application Production Support (L2)
• Incident, Problem & Change Management
• Root Cause Analysis & Troubleshooting
• ITIL Processes
• ServiceNow, JIRA, Confluence
• Production Monitoring & Operational Support
• E-commerce Domain Knowledge
• SLA & KPI Management
• Cross-functional Collaboration
• Understanding of Application Architecture & Functional Flows
• Release & Hypercare Support
• Analytical & Problem-Solving Skills

Preferred Qualifications

• Up to 5 years of experience in Application Production Support
• Experience supporting business-critical applications in an e-commerce environment
• Ability to prioritize tasks based on business criticality
• Experience working in Agile and ITSM environments

Start: Immediate to 15 Days

Location: Bangalore (Hybrid)