Applications Support Engineer (Level 2)

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
 
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
 
From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

In this role, you will be part of a large, cross-region team, doing Level 2 support activities, for one of our major clients.

Key Responsibilities

• Conduct full investigations into application-related incidents and problems, ensuring accurate root cause analysis and timely resolution.
• Provide clear and regular updates to relevant stakeholders, including business users and technical teams, on the status and progress of issues.
• Support and coordinate application releases, redeployments, and rollbacks, ensuring minimal business disruption.
• Perform routine and ad-hoc restarts of applications and machines, applying operational best practices and ensuring system stability.
• Lead efforts in problem management, identifying underlying issues and contributing to long-term service improvement.
• Take full ownership of escalated issues, ensuring timely follow-through and resolution with L3 and L4 teams.
• Escalate critical issues promptly to L3/L4 support when necessary, with comprehensive context and impact assessment.
• Collaborate with other involved 3rd parties.
• Participate in a 24/7/365 on-call support rotation, ensuring high availability and rapid response to high-impact incidents.
• Implement and refine proactive monitoring practices, using alerting and observability tools to prevent issues before they affect users.
• Contribute to continuous improvement initiatives, enhancing support efficiency, application stability, and knowledge sharing.
• Identify and document repeatable procedures, collaborating with L1 teams to transfer appropriate tasks and responsibilities.
• Maintain comprehensive documentation (knowledge base, support guides, FAQs).

Qualifications

• Proven experience in L2 applications support in large-scale environments.
• Solid knowledge of ITIL processes (Incident, Problem, Change Management).
• Proficient in application and system troubleshooting (logs, errors, restarts).
• Hands-on experience with monitoring tools (ex: Dynatrace, Splunk, AppDynamics).
• Comfortable with supporting deployments, redeployments, and rollbacks.
• Strong stakeholder communication skills, both written and verbal.
• Experience working with global teams.
• Availability for 24/7/365 on-call support rotation.
• Ability to document procedures and transfer repeatable tasks to L1.
• A mindset for continuous improvement and operational excellence.

Additional Information

Discover some of the global benefits that empower our people to become the best version of themselves:

• Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;   
• Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
• Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
• Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
• Health: Global internal wellbeing programme, access to wellbeing apps;
• Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.

At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.