L2 Application Support Engineer

Role Overview
Our Digital Team aims to spearhead the digital transformation of large-scale enterprise and public sector systems.

The team was established to develop new capabilities focusing on strategic systems of engagement where ICT provides a differentiating factor to end users.

The team delivers digital information and transactional services leveraging Agile Application Development, Analytics, User Experience Design, Design Thinking, and Web Application Performance Optimisation.

Who We Are Looking For
We are seeking a capable and motivated Level 2 (L2) Application Support Engineer to join our operations and support team.

You will play a critical role in ensuring the stability, reliability, and performance of our production systems by investigating incidents, resolving complex technical issues, and working closely with engineering and infrastructure teams.

You will be part of a cross-functional team that values service reliability, operational excellence, automation, and continuous improvement in the systems we support.

Responsibilities

Incident & Application Support
. Provide second-line (L2) support for production and staging systems, handling escalations from L1 Support.
. Investigate application errors, system alerts, performance degradation, and integration issues.
. Restore services within agreed SLA/OLA timelines and ensure proper incident closure.

Troubleshooting & Root Cause Analysis
. Perform in-depth troubleshooting using logs, metrics, and monitoring tools.
. Conduct root cause analysis (RCA) for recurring or high-impact incidents.
. Propose and implement corrective and preventive actions to reduce incident recurrence.

Collaboration & Escalation
. Work closely with L3 engineers, DevOps, and vendors to resolve complex technical issues.
. Provide clear technical findings, logs, and evidence when escalating issues.
. Participate in incident bridges, post-incident reviews, and operational discussions.

Operational Excellence
. Monitor system health, alerts, dashboards, and logs to proactively identify issues.
. Execute approved configuration changes, patches, and operational fixes.
. Support deployment, release, and maintenance activities when required.

Automation & Continuous Improvement
. Contribute to automation of operational tasks, monitoring, and alerting where applicable.
. Identify gaps in runbooks, SOPs, and operational processes and drive improvements.

Documentation
. Maintain and update runbooks, troubleshooting guides, and knowledge base articles.
. Document incident resolutions and operational procedures clearly and accurately.