PwC
Website:
pwc.com
Job details:
Level 2 Application Support Engineer – Associate level
(PwC – Technology Managed Services)
Role Summary
As part of PwC’s Technology Managed Services practice, the Level 2 (L2) Application Support Engineer provides second‑line support for business‑critical enterprise applications for a financial services client. The role focuses on restoring service stability by resolving incidents escalated from Level 1, performing advanced triage and analysis, executing approved operational fixes, and collaborating closely with Level 3 engineering teams and platform teams.
The L2 engineer plays a key role in meeting contractual SLAs, reducing business impact, and maintaining high standards of operational excellence
Key Responsibilities
Incident Management & Service Restoration
- Act as the primary owner for application incidents escalated from Level 1 or generated through monitoring and alerting systems.
- Perform functional and technical triage to diagnose issues and restore application services within agreed SLAs.
- Analyze application logs, alerts, and monitoring dashboards to identify failure patterns and contributing factors.
- Execute approved runbooks and standard operating procedures to ensure consistent and controlled incident resolution.
Operational Support Activities
- Perform low‑risk operational actions such as application restarts, configuration updates, job re‑runs, and rollbacks in line with defined change and access controls.
- Support batch processing, schedulers, and background jobs, ensuring timely execution and resolution of failures.
- Validate data integrity and perform controlled, low‑risk data corrections where approved and documented.
- Coordinate with infrastructure, cloud, and platform teams to resolve environment‑related issues impacting application availability or performance.
Escalation & Cross‑Team Collaboration
- Identify incidents that require deeper investigation and escalate to Level 3 teams with clear analysis, evidence, and business impact.
- Support Major Incident Management activities by participating in the bridge calls and completing service restoration testing.
- Collaborate with Level 3 engineers during problem investigations, providing operational insights and historical context.
ITSM & Managed Services Delivery
- Adhere to ITIL‑aligned processes for Incident, Problem, and Change Management using ITSM tools such as TOPdesk, ServiceNow or JIRA.
- Ensure accurate, timely, and professional ticket updates suitable for client and internal stakeholders.
- Contribute inputs to root cause analysis (RCA) and problem records for recurring or high‑impact incidents.
- Maintain and enhance runbooks, knowledge articles, and operational documentation to improve service stability and reduce repeat incidents.
Continuous Improvement & Knowledge Enablement
- Provide guidance and feedback to Level 1 teams to improve ticket quality and first‑level resolution.
- Identify opportunities to improve runbooks, and operational processes.
- Participate in service review meetings and continuous improvement initiatives as part of the managed services delivery model.
Skills & Competencies
Core Skills
- Strong troubleshooting, analytical, and problem‑solving skills in application support environments.
- Ability to interpret application logs, alerts, and monitoring data to diagnose issues.
- Good understanding of application support operations within SLA‑driven, client‑facing environments.
- Working knowledge of ITIL concepts and managed services delivery practices.
- Clear and professional communication skills for technical and business stakeholders.
Technical Awareness (Generic)
- Experience supporting enterprise applications across multiple platforms or technologies.
- Working knowledge of databases for data validation and basic troubleshooting activities.
- Familiarity with application integrations, APIs, and batch processing concepts.
- Exposure to application monitoring, alerting, and performance dashboards.
Note: This role is focused on operational support and service restoration. It does not require deep software development or solution design expertise.
Experience & Qualifications
- Typically 2-3 years of experience in application or production support roles.
- Prior experience supporting applications in the financial services or banking, domain is preferred.
- Experience working in regulated environments with strong SLA, audit, and compliance requirements.
- Bachelor’s degree in Computer Science, Engineering, or a related discipline, or equivalent professional experience.
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