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
