Application L2 Support Analyst

We are looking for an enthusiastic and resourceful Application L2 Support Analyst to join our team, dedicated to supporting and maintaining a critical application. This position involves delivering daily Level 2 support, ensuring the reliability and efficiency of production systems, and collaborating closely with technical and business stakeholders.

Key Responsibilities

• Deliver daily assistance for application-related production challenges, resolving them within established Service Level Agreements (SLAs).
• Analyze, investigate, and comprehend reported issues to identify root causes and provide both corrective and preventive measures.
• Escalate intricate cases to Level 3 or technical support teams as necessary.
• Guarantee the timely and successful execution of batch jobs and scheduled activities.
• Proactively recommend enhancements to minimize recurring problems and address monitoring deficiencies.
• Engage in the deployment of application changes adhering to Standard Operating Procedures (SOPs) for seamless implementation.
• Identify and execute automation opportunities to alleviate manual tasks.
• Participate in rotating 12-hour shifts to provide 24/7 system support coverage.

Requirements

• Strong analytical and problem-solving capabilities.
• Proactive and self-motivated, with the ability to perform well under pressure and a sense of urgency.
• Fundamental knowledge of Java programming along with practical coding experience.
• Proficient in SQL, capable of formulating and executing basic queries.
• Familiarity with client-server architecture, web technologies, operating systems (Unix & Windows), databases, and middleware components.
• A collaborative team player who can also work independently when necessary.
• Excellent communication skills to engage with stakeholders at various levels.
• Experience with scripting for automation is advantageous.
• Familiarity with IT ticketing systems (e.g., ServiceNow, Jira) is beneficial.

Qualifications

• Minimum Diploma in an IT-related field.
• At least 2 years of experience in the IT sector, ideally in an application support or operations capacity.