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
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## Job Family:
Applications Support
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## Time Type:
Full time
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## Most Relevant Skills
Please see the requirements listed above.
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## Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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