L2 Application Support

• We are seeking a proactive and energetic individual to become a part of our Application L2 support team, responsible for maintaining and supporting a critical mission system.
• Comprehensive training and mentorship will be provided on Standard Operating Procedures (SOPs), IT Service Management (ITSM), and the use of Monitoring & Investigation tools.

Key Responsibilities:

• Deliver daily application support for production issues reported, resolving them within the defined Service Level Agreement (SLA) based on the severity classification, including but not limited to:
• Understanding the nature of the issue,
• Investigating and analyzing to identify root causes,
• Offering corrective and preventive measures,
• If necessary, escalating cases to L3 or technical support for further examination,
• Ensuring the successful and timely execution of application batch jobs,
• Suggesting enhancements to mitigate recurring issues and
• Addressing monitoring gaps.
• Assist in implementing changes following standard operational procedures to guarantee smooth rollouts and deployments,
• Recognize automation opportunities to reduce manual tasks, and
• Provide 24 X 7 rotating support in 12-hour shifts.

Qualifications:

• Strong skills in problem investigation and resolution,
• An analytical mindset with the ability to comprehend business and functional concepts,
• Proactive, self-motivated, and capable of working under pressure with a strong sense of urgency,
• Basic understanding of Java programming with some hands-on coding experience,
• Familiarity with SQL and the ability to formulate basic SQL queries,
• Understanding of user interfaces, client-server environments, web technologies, operating systems (Unix & Windows), databases, and middleware,
• Capacity to work efficiently both independently and as part of a team,
• Strong communication skills for effective interaction with internal and external stakeholders at all levels (including internal teams, clients, external vendors, and management),
• Experience in writing automation scripts will be a plus, and
• Familiarity with IT ticketing systems is an advantage.

Educational Background:

• A minimum of a Diploma in an IT-related field
• At least 1 year of relevant experience in the IT industry