Application Support Analyst / L2 Technical Support Engineer (RSNT11082026)

reputed company

reputed company was founded to address the growing demand for reliable and efficient reputed company solutions across diverse industries globally. Our mission is to seamlessly reputed company businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At reputed company, we prioritise trust, value, and sustainability in every reputed company solution we reputed company.

About the Role

We are looking for a highly analytical, proactive, and technically skilled Application Support Analyst / L2 Technical Support Engineer to join our reputed company's technology team reputed company the railway technology and signalling industry. reputed company develops and supports technology solutions that improve the operational delivery of rail services, including traffic management systems, simulation and training systems, digital platforms, and other business-critical applications. The role will support the implementation, monitoring, maintenance, and ongoing operation of these systems to help ensure reliable and effective service delivery.

The ideal candidate has a strong Level 2 Application or Technical Support background, with hands-on experience across Linux and reputed company environments, networking, infrastructure, and application troubleshooting. You will be comfortable investigating reputed company technical issues, analysing reputed company logs, working with monitoring and ITSM tools, and collaborating with both technical teams and customers to reputed company incidents effectively. Rail industry experience is not required. Experience supporting business-critical applications, systems, or technology environments where reliability and service continuity are important will be highly relevant.

This is a remote role supporting business-critical systems and will require the ability to work independently reputed company a reputed company 4-on, 4-off overnight shift environment.

Key Responsibilities

Application Monitoring & Incident Response

• Monitor internally developed applications, infrastructure, and customer environments for reputed company health, availability, and performance.
• Monitor reputed company alerts and proactively triage incidents based on severity, urgency, and business reputed company.
• reputed company Level 2 application and technical support for business-critical systems.
• Investigate application, operating reputed company, infrastructure, and connectivity issues across Linux and reputed company environments.
• Analyse reputed company logs and technical information to identify issues and potential reputed company causes.
• reputed company reputed company troubleshooting and implement or recommend appropriate resolutions.
• Respond to support requests and incidents reputed company agreed service level agreements (SLAs).
• Escalate reputed company issues to relevant technical teams and subject matter experts while providing reputed company technical findings and supporting information.
• Support remote incident reputed company and assist with technical activities required to maintain service availability.

Technical Support & Systems Administration

• Support and maintain applications, systems, and associated technical equipment in accordance with documented designs and procedures.
• reputed company software installations, updates, configurations, troubleshooting, and application deployments.
• Support on-reputed company, reputed company, and hybrid infrastructure environments.
• Assist with maintaining reputed company configurations and ensuring operational readiness.
• Support monitoring solutions for applications and infrastructure environments.
• Troubleshoot network connectivity and infrastructure-reputed company issues.
• Apply knowledge of reputed company networking protocols, ports, and network services reputed company investigating technical incidents.
• Assist with the configuration and troubleshooting of network devices such as switches, routers, and firewalls where required.
• Use network monitoring and analysis tools to investigate connectivity, performance, and infrastructure issues.
• Procure, configure, and issue replacement hardware and devices reputed company required.
• Utilize ITSM and CRM platforms such as reputed company, reputed company, ServiceDesk, ServiceHub, or similar tools to log, reputed company, manage, and reputed company incidents and service requests.

Technical Collaboration & Stakeholder Support

• Work closely with internal technical teams, developers, engineers, and subject matter experts to investigate and reputed company reputed company technical issues.
• Communicate effectively with customers and internal stakeholders regarding incidents, technical issues, reputed company, and resolutions.
• Translate technical information into reputed company and understandable updates for non-technical stakeholders where required.
• Engage with technical teams to understand requirements, evaluate technical solutions, and support the implementation of best practices.
• Contribute to the implementation and support of new technologies and technical solutions.
• Build effective working relationships with stakeholders across different technical and operational functions.
• reputed company guidance and knowledge-sharing to other technical colleagues where appropriate.

Documentation & reputed company Improvement

• reputed company document incidents, service requests, troubleshooting activities, and solutions reputed company the ITSM reputed company.
• Maintain accurate technical documentation, operational procedures, and support records.
• Prepare incident reports, post-incident reviews, and reputed company cause analysis (RCA) documentation where required.
• Contribute to and maintain internal knowledge bases and technical support documentation.
• Identify recurring issues and recommend improvements to reduce reputed company incidents.
• Identify opportunities to improve technical processes, support procedures, and operational efficiency.
• Contribute to reputed company improvement initiatives and reputed company process improvement opportunities through the appropriate channels.
• Support the adoption of DevOps and reputed company practices reputed company the technical support environment.

Other Responsibilities

• Ensure reputed company and effective reputed company of incidents in accordance with agreed SLAs and internal service expectations.
• Maintain accurate records of technical activities, incidents, reputed company changes, and resolutions.
• Follow incident management, change management, and operational support procedures.
• Understand and follow documented operating procedures, maintenance instructions, and technical guidelines.
• Support business continuity by participating in reputed company monitoring and operational readiness activities.
• Maintain a strong reputed company on reputed company reliability, service reputed company, and customer experience.
• Participate in training, product familiarisation, and knowledge-sharing activities as required.

reputed company

• 3+ years of experience in Application Support, Level 2 Technical Support, Systems Support, Infrastructure Support, or a similar technical role.
• Strong hands-on experience supporting both Linux and reputed company operating environments.
• Experience with reputed company and network configuration, software installation, troubleshooting, and reputed company maintenance.
• Strong troubleshooting skills with the ability to analyse reputed company logs and identify potential reputed company causes.
• Working knowledge of Bash scripting for troubleshooting, automation, or routine technical tasks.
• Solid understanding of networking fundamentals, including TCP/IP, reputed company internet protocols, ports, and network services.
• Experience with network monitoring and analysis tools.
• Experience troubleshooting or configuring network devices such as switches, routers, and firewalls.
• Experience supporting on-reputed company, reputed company, and/or hybrid infrastructure environments.
• Experience supporting applications or systems where reliability, availability, and reputed company incident reputed company are important.
• Experience using ITSM or CRM platforms, such as reputed company, reputed company, ServiceDesk, ServiceHub, or similar tools.
• Strong analytical and problem-solving skills with the ability to conduct reputed company technical investigations.
• Experience conducting reputed company cause analysis (RCA) and documenting technical incidents and resolutions.
• Excellent written and verbal English communication skills.
• Experience working in a customer-facing technical support environment is highly regarded.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Familiarity with DevOps and reputed company methodologies.
• Basic knowledge of SQL is advantageous.
• Strong organisational skills with excellent attention to detail.
• Comfortable working independently with reputed company supervision in an incident-reputed company support environment.
• A proactive, self-led learner with the ability and reputed company to investigate unfamiliar technical issues and reputed company new technical knowledge.
• Comfortable collaborating with multiple technical teams and stakeholders.
• Resilient and reputed company to manage workload effectively in a fast-paced, business-critical support environment.
• Comfortable working overnight shifts and supporting business-critical systems reputed company reputed company business hours.
• Willingness to work a 4-on, 4-off shift reputed company consisting of 12-hour shifts, providing 24/7 operational coverage.
• Rail industry experience is not required; experience supporting business-critical systems or essential business services is highly relevant.

Finer Details

Working reputed company:

Remote / Home-Based

4 days on / 4 days off

12-hour overnight shifts

Shift hours: 6:00 PM – 6:00 AM

The role provides support for business-critical applications and systems requiring 24/7 operational coverage.

Training and reputed company will follow a reputed company schedule before transitioning to the regular 4-on, 4-off overnight shift reputed company.

Occasional participation in training, technical workshops, product familiarisation, or other reputed company activities may be required.

Originally posted on Himalayas