L2 Application Support Engineer [For Pooling]

Position Description:

The L2 Application Support Engineer is responsible for providing second-level technical support for business applications, ensuring system stability, performance, and timely issue resolution within agreed service levels. This role takes ownership of application incidents from initial investigation through resolution, performing root cause analysis, implementing configuration changes, and coordinating with cross-functional technical and business teams to resolve complex issues. The position requires strong analytical and troubleshooting skills, attention to detail, and the ability to communicate effectively with both technical and non-technical stakeholders while maintaining high service quality standards.

Your future duties and responsibilities:

• Take ownership of application incidents from initial investigation through resolution, ensuring timely progress, follow-up, and resolution within agreed SLAs.

• Perform detailed troubleshooting including log analysis, database queries, and system checks.

• Investigate and resolve application incidents escalated from L1 and L2 support, while coordinating with relevant L2 teams.

• Conduct root cause analysis (RCA) for recurring or high-impact issues and document findings.

• Implement approved configuration changes and minor application fixes where applicable.

• Coordinate with cross-functional technical and non-technical stakeholders, providing regular status updates, managing expectations, and driving issues toward resolution.

• Provide clear and timely communication to business stakeholders, including sales representatives, customer service agents, and other impacted users, regarding incident status, resolution progress, and expected timelines.

• Lead the coordination with technical & non-technical stakeholder groups to resolve issues with 48-hour SLAs.

• Monitor application health, performance metrics, and batch job execution to ensure system availability.

• Validate application deployments and support go-live activities when required.

• Maintain incident records, technical documentation, and knowledge base articles.

• Assist in user acceptance testing (UAT) and post-release validation activities.

• Identify opportunities for process improvement, automation, and incident reduction.

• Manage and prioritize L2 support incidents, service requests, problem investigations, and continuous improvement activities within an Agile/Scrum framework, participating in relevant Scrum ceremonies and ensuring support work is visible and appropriately prioritized.

Required qualifications to be successful in this role:

Qualifications:

• Education:

  • Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.

• Work Experience:

  • 2–4 years of experience in Application Support and Production Support.

• Skills & Competencies:

  • Proven ability to perform root cause analysis and document findings clearly.
  • Strong communication skills are essential for effective collaboration with both technical and non-technical stakeholders.
  • Working knowledge of database concepts and query execution (e.g., SQL).
    • Ability to analyze application logs and monitoring tools.
  • Familiarity with ITSM tools (e.g., Jira, HDA, ServiceNow, or similar).
  • Basic scripting or automation skills (e.g., PowerShell, Bash, or similar) are an advantage.
  • Understanding of Software Development Lifecycle (SDLC).
  • Knowledge of incident, problem, and change management processes.
  • Ability to work effectively under pressure during major incidents or production issues.
  • Working knowledge of Agile/Scrum practices and experience managing, prioritizing, and tracking support or technical activities within an Agile/Scrum delivery model.

Skills:

• Jira

• ServiceNow

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.