Application L2 Support Analyst

We are seeking a proactive and dynamic Application L2 Support Analyst to join the team in supporting and maintaining a mission-critical application. The role involves providing day-to-day Level 2 support, ensuring the stability and performance of production systems, and working closely with both technical and business stakeholders.

Key Responsibilities

• Provide day-to-day support for application-related production issues and resolve them within agreed Service Level Agreements (SLAs).
• Understand, analyze, and investigate reported issues to determine root causes and provide corrective and preventive solutions.
• Escalate complex cases to Level 3 or technical support teams as needed.
• Ensure timely and successful completion of batch jobs and scheduled tasks.
• Proactively suggest improvements to reduce recurring issues and close monitoring gaps.
• Participate in the implementation of application changes following SOPs for smooth deployments.
• Identify and implement opportunities for automation to reduce manual workload.
• Work in rotating 12-hour shifts to ensure 24/7 system support coverage.

Requirements

• Strong analytical and problem-solving skills.
• Proactive, self-driven, and able to work effectively under pressure with a sense of urgency.
• Basic knowledge of Java programming and hands-on coding experience.
• Proficient in SQL, able to construct and execute basic queries.
• Familiar with client-server architecture, web technologies, operating systems (Unix & Windows), databases, and middleware components.
• Team player with the ability to work independently when required.
• Strong communication skills to interact with stakeholders across various levels.
• Experience with scripting for automation is a plus.
• Familiarity with IT ticketing systems (e.g., ServiceNow, Jira) is a plus.

Qualifications

• Minimum Diploma in an IT-related discipline.
• 2 years of experience in the IT industry, preferably in an application support or operations role