Application Support Engineer (L2 - Techno-Functional)

We are looking for an experienced Application Support Engineer (L2) with a techno-functional background to support critical banking applications, particularly related to CMS and CMS-based OTP systems. The ideal candidate will have hands-on experience in resolving functional and technical queries, analyzing logs, and coordinating with internal and external stakeholders (including SMS vendors).
Key Responsibilities:

• Provide Level-2 application support, handling escalated incidents and service requests.
• Analyze and monitor the SMS front-end and back-end systems for CMS and CMS-based OTP.
• Respond to functional and technical queries received via email, calls, and iTouch CRM from banking branches.
• Analyze application logs, errors, and system behavior to determine root cause analysis (RCA).
• Perform routine system health checks and monitor application performance through dashboards and alerts.
• Execute maintenance activities such as log rotation, configuration checks, and database updates.
• Coordinate with SMS vendors for issue resolutions and performance optimization.
• Support and participate in Data Center (DC) / Disaster Recovery (DR) drills and activities.
• Collaborate with development and release teams for deployments, patches, and enhancements.
• Maintain and contribute to knowledge base, FAQs, documentation for known issues and resolutions.
• Proactively identify patterns in recurring issues and provide recommendations for long-term solutions.
• Assist end-users with application-related recovery, workflows, and functionality issues.
• Willingness to work in a 24x7 support environment, including weekends/holidays if required.