Senior Software Engineer - L3 Support

L2 Application Support Engineer

Position Description
At CGI, we’re a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72,000 professionals located in 40 countries. Founded in 1976, CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources, expertise, stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at www.cgi.com.

This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please.

Position: SSE
Experience: 4+YRS
Shift: 1PM to 10PM IST
Main location: Bangalore/Chennai
Employment Type: Full Time
Education Qualification: Any graduation or related field or higher with minimum 3 years of Relevant experience.
Position Description: The L2 Application Support Engineer is responsible for providing second level technical support for business-critical applications, ensuring system availability, resolving production issues, and maintaining application stability. The role involves incident management, root cause analysis, monitoring, deployment support, and collaborate

Your future duties and responsibilities

Provide Level 2 production/application support for business critical applications and services.
. Monitor application health, system performance, interfaces, and batch jobs using monitoring tools.
. Investigate, troubleshoot, and resolve incidents within agreed SLA timelines.
. Perform root cause analysis (RCA) for recurring production issues and implement preventive measures.
. Analyze application, server, and database logs to diagnose technical problems.
. Escalate complex issues to L3/Development teams and coordinate until resolution.
. Support application deployments, releases, and production change activities.
. Execute production validations and post deployment health checks.
. Handle user access requests, configuration changes, and environment support activities.
. Maintain incident, problem, and change records in ITSM tools such as ServiceNow or JIRA.
. Prepare operational reports, dashboards, and knowledge base documentation.
. Collaborate with Infrastructure, Database, Network, and Security teams to ensure platform stability.
. Identify opportunities for automation and continuous service improvement.
This job description aligns well with enterprise L2 support roles in industries such as Banking, Financial Services, and Insurance, where engineers are responsible for maintaining production stability, resolving incidents, supporting deployments, and ensuring high application availability.
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Required qualifications to be successful in this role

Experience in Application/Production Support or L2 Support.
. Knowledge of Incident, Problem, Change, and Release Management (ITIL).
. Strong troubleshooting and analytical skills.
. Experience with Linux/Unix environments.
. Experience with monitoring tools such as Splunk, Dynatrace, DataDog.
. Familiarity with ticketing tools like ServiceNow, JIRA, or Remedy.
. Experience with CI/CD tools such as Jenkins, Git, Maven, or Azure DevOps is an advantage.
. Excellent communication and stakeholder management skills.

Preferred Qualifications

. Bachelor’s degree in Computer Science, Information Technology, or a related field.
. 6 – 8 years of experience in Application or Production Support.
. ITIL Foundation certification (preferred).
. Experience in Banking, Financial Services domains is an added advantage.

Key Competencies

. Incident & Problem Management
. Production Monitoring
. Root Cause Analysis (RCA)
. Application Performance Monitoring
. SLA Management
. Production Deployment Support
. Technical Troubleshooting
. Documentation & Knowledge Management
. Cross functional Collaboration
. Customer & Stakeholder Communication

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