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Description
Job Description Location - Hyderabad/Gurgaon Experience - 4-8 years L2 Application Support Engineer - (Atlas reasoning engine) We at Publicis Sapient, enable our clients to thrive in Next and to create business value through expert strategies, customer-centric experience design, and world-class product engineering. The future of business is disruptive, transformative and becoming digital to the core. In our 20 + years in IT, never before have we seen such a dire need for transformation in every major industry - from financial services to automotive, consumer products, retail, energy, and travel. To make this transformative journey a reality in these exciting times, we seek Rockstars who will: Brave it out to go do the next; what will be from what is Exhibit the optimism that says there is no limit to what we can achieve deeply-skilled, bold, collaborative, flexible Reimagine the way the world works to help businesses improve the daily lives of people and the world. Our people thrive because of the belief that it is both our privilege and responsibility to usher our clients and the world into Next. Our work is fueled by challenging boundaries, multidisciplinary collaboration, highly agile teams, and the power of the newest technologies and platforms. If that's you, come talk to us! This is the world-class engineering team where you should build your career JOB PURPOSE This position is to provide to 2nd level of support for all application-level production environment issues, user support queries and requests. JOB RESPONSIBILITIES Below are key role and responsibilities for this position: Interact with L1 and keep run-books and Standard support operational procedures(SOP) up-to-date Perform Ad-hoc support tasks and prepare reports for business Troubleshoot all the new incidents/issues for which knowledge base is not available and escalated by L1 team Resolve the incidents/issues as per agreed SLA Address the service requests as per agreed SLA Follow the escalation process to escalate to L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window Prepare the Incident post-mortem / RCA(Root cause analysis) report of incidents and share it with all the stakeholders within agreed timeline Perform the shift handover activities as per agreed SOPs Participate in problem management, change management, knowledge management, even management etc. Update knowledge base with new learnings, changes in resolution steps etc. in timely manner Ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools Help shift/team lead to prepare to various operational reports required by internal and external stakeholders Contribute to support reusable assets and internal knowledge sharing sessions Work to build-up skills for L3 support level Work on POC of different solutions, tools etc. POC Coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events etc. Work on automation of manual activities if possible and share the details of automation opportunities with L3 team Personal Attributes: Systematic problem-solving approach, coupled with effective communication skills and a sense of drive Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution Should be flexible to work in all shifts Ability to prioritize when under pressure SKILL REQUIREMENTS Must Skills Hands-on experience with Salesforce s Atlas Reasoning Engine . Ability to troubleshoot and support AI agent workflows powered by Atlas, including task orchestration and decision-making logic. Familiarity with System 2 reasoning models, reinforcement learning feedback loops, and graph-based architectures. Experience monitoring and optimizing autonomous agent performance in production environments. Proficiency in analyzing logs and telemetry data from Atlas-powered agents to identify and resolve issues. Understanding of event-driven systems and asynchronous task execution in enterprise AI platforms. Ability to collaborate with AI/ML teams to escalate and resolve complex reasoning or orchestration issues. Exposure to Agentforce or similar AI agent ecosystems is a strong plus Familiarity and working experience on ecommerce projects Working knowledge with ServiceNOW ITSM tool Knowledge of Production Support processes and procedures. Have ability to demonstrate functional and technical architecture knowledge and correlate between the two from past experiences Have good exposure of ITIL Processes like Incident Management, Problem Management, and Knowledge Management etc. Nice to have Skills Good understanding of Accessibility and comfortable using dev tool bar for debugging. Have some exposure of cloud technologies Have understanding of how cloud infrastructure is setup, applications are deployed, various services are setup and used etc. Have ability to understand the technical errors in the application log and understand the solutions provided by L3/Development teams at least at high level
