L2 Application Support Engineer (a)

What you're going to do

Are you passionate about keeping business-critical applications stable and resolving complex technical issues? Do you enjoy analyzing incidents, working with monitoring data and collaborating with support, engineering and development teams? Are you service-oriented and interested in helping us build a reliable, modern managed-service organization? Then this opportunity may be for you.

In our Market Unit Financial Services, we develop and operate tailored software solutions in demanding and business-critical environments. For a growing managed-service setup, we are looking for an L2 Application Support Engineer who combines technical troubleshooting skills with a strong sense of ownership and customer orientation.

The role is based on the swissICT Application Manager profile, Role 28, complemented by elements of the ICT Supporter profile, Role 73. It focuses on ensuring application operations, analyzing malfunctions, providing workarounds, supporting releases and coordinating between users, support teams and developers.

You will be responsible for the following tasks:

• Analyzing, prioritizing and resolving incidents escalated by L1 Support
• Troubleshooting applications using logs, monitoring data, alerts, database information and technical documentation
• Distinguishing between application, platform, infrastructure, network and integration issues and involving the appropriate specialists
• Restoring services within agreed service levels and providing effective workarounds where immediate resolution is not possible
• Escalating complex incidents to L3 Support, DevOps, development teams or external providers with complete diagnostic information
• Monitoring application availability, recoverability, performance and resource consumption
• Executing operational activities according to approved runbooks, procedures and access controls
• Supporting deployments, release validation and post-deployment checks across multiple environments
• Coordinating with application users, customer contacts, support teams and technical specialists
• Maintaining incident records, operating manuals, runbooks and knowledge articles
• Identifying recurring issues and providing structured input for problem management and root-cause analysis
• Contributing to operational improvements and the automation of repetitive support activities

The responsibilities also reflect Adnovum’s documented L2 service model, including incident analysis, escalation management, coordination with third-party support, corrective adjustments and maintenance of solution and operational documentation. 

What we're looking for

• Degree or professional education in computer science, information technology or a related field, or equivalent practical experience
• Several years of experience in L2 application support, application management, production support or a comparable operational role
• Experience troubleshooting distributed enterprise applications and technical interfaces
• Good working knowledge of Linux, application logs and SQL
• Experience with monitoring and observability tools such as Grafana, Prometheus, Splunk or comparable platforms
• Familiarity with OpenShift, Kubernetes, Docker or comparable container platforms
• Understanding of ITIL-based incident, problem and escalation processes
• Experience with ITSM, ticketing and documentation tools such as Jira and Confluence
• Familiarity with CI/CD pipelines, deployment processes and release validation
• Independent and structured working style with a strong sense of ownership
• Strong customer orientation and the ability to communicate clearly under operational pressure
• Ability to document technical findings, actions and escalation information accurately
• Fluency in German and English
• ITIL 4 Foundation certification is a strong plus
• Experience with Java- and Spring-based applications or regulated industries is a plus
• Previous experience in managed services, on-call or standby operations is a plus