Application Support Senior Analyst - Assistant Vice President

Role Overview

The L2 Application Support Engineer (Technical Support Analyst) is a critical role within the Production Support and Operations team. This individual is responsible for providing high-quality technical support, troubleshooting, and incident resolution for complex enterprise applications and platforms. Acting as the bridge between L1 Helpdesk/Monitoring teams and L3 Development/Engineering groups, the L2 Engineer ensures system availability, stability, and adherence to strict Service Level Agreements (SLAs) in a fast-paced, enterprise technology environment.

Key Responsibilities

1. Incident & Problem Management

• •Escalation Handling: Acknowledge and own incidents escalated by the L1 support team or monitoring alerts.
• •Troubleshooting & Diagnosis: Perform in-depth technical analysis and root cause investigation of application, database, middleware, and infrastructure failures.
• •Workaround Implementation: Apply approved temporary workarounds or permanent hotfixes to restore services quickly and minimize business impact.
• •Collaboration: Partner with L3 developers, database administrators (DBAs), network engineers, and system administrators to resolve complex, multi-tiered issues.
• •Incident Lifecycle Management: Track and document all incident progression within the ITSM platform (e.g., ServiceNow) from creation through to resolution.

2. Monitoring, Observability & Preventive Maintenance

• •System Monitoring: Actively monitor application health, batch jobs, integration feeds, and system performance using enterprise observability suites.
• •Proactive Interventions: Identify recurring patterns, error trends, or capacity bottlenecks and initiate preventative actions.
• •Health Checks: Perform daily health checks, start-of-day (SOD) and end-of-day (EOD) verifications, and batch processing runs.

3. Release, Deployment & Configuration Management

• •Deployment Validation: Support the verification of application deployments, system patches, and infrastructure upgrades during maintenance windows.
• •Configuration Controls: Maintain and update application configuration files, environment variables, and parameter settings under strict change management processes.
• •Environment Management: Assist in maintaining non-production (UAT/Staging) and production environments to ensure consistency.

4. Communication & Stakeholder Management

• •Status Updates: Provide clear, timely, and precise communications to business stakeholders, product owners, and technology leadership during critical (Sev-1/Sev-2) incidents.
• •Bridges & War Rooms: Participate in or lead technical incident bridges to coordinate restoration efforts.
• •Post-Incident Reviews: Contribute technical inputs to Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) documentation.

5. Documentation & Knowledge Management

• •Runbooks & SOPs: Document and update Standard Operating Procedures (SOPs), application architecture maps, and troubleshooting runbooks.
• •Knowledge Sharing: Train L1 teams on common issue resolution paths to shift-left workloads and improve first-contact resolution rates.

Qualifications & Experience

• •Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• •Experience: 8+ years of experience in an application support, technical support, or systems engineering role (preferably in an enterprise or financial services environment).
• •Certifications (Desirable):
• •ITIL v3 or v4 Foundation certification.
• •Professional certifications in AWS/Azure, Kubernetes (CKAD), Linux Administration, or Oracle/SQL.

Required Technical Skills

Domain

Technology / Tooling

Operating Systems

Strong hands-on experience with Linux/Unix environments (navigating file systems, checking logs, monitoring CPU/memory, cron jobs) and Windows Server .

Scripting & Automation

Proficiency in writing and debugging Shell scripting (Bash), PowerShell , or Python to automate daily tasks and analyze log files.

Databases & Querying

Strong SQL skills (Oracle, MS SQL, Sybase, or PostgreSQL). Ability to write complex select queries, joins, analyze execution plans, and run database scripts.

Middleware & Web Servers

Working knowledge of Apache , Tomcat , Nginx , WebSphere, and messaging queues like IBM MQ , RabbitMQ , or Apache Kafka .

Cloud & Containerization

Familiarity with Docker , Kubernetes , OpenShift , or cloud infrastructure (AWS/Azure) concepts and container deployments.

Monitoring & Logging

Hands-on experience with tools such as Splunk , ELK Stack , AppDynamics , Dynatrace , Grafana , or ITRS Geneos .

ITSM & Collaboration

Experience with ticketing tools like ServiceNow or Jira , and version control systems like Git or Bitbucket.

Required Professional & Soft Skills

• •Analytical Mindset: Excellent logical reasoning and problem-solving skills; ability to systematically break down a complex issue.
• •Communication: Exceptional verbal and written communication skills, with the ability to translate technical details into plain language for business teams.
• •Pressure Tolerance: Calm demeanor under pressure, especially during high-severity system outages.
• •Team Collaboration: Ability to work cohesively in a global, distributed cross-functional environment.

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Job Family Group:

Technology ------------------------------------------------------

Job Family:

Applications Support ------------------------------------------------------

Time Type:

Full time ------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above. ------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------

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