Application Development & Support Senior Analyst

About the Role

The L2 Application Support Engineer provides 24x7 operational, technical, and functional support for business-critical applications and platforms. This role serves as the primary escalation point for incidents and service requests transferred from L1, performing in-depth troubleshooting, issue resolution, root cause analysis, and coordination with L3 Engineering, Development, Infrastructure, and Vendor teams. The position helps maintain application availability, service stability, SLA adherence, and consistent support delivery across regions and time zones.

Shift & Availability Requirements

• 24x7 rotational shift coverage, including weekends and holidays.
• Participation in on-call support, critical incident response, and major production releases.
• Timely and complete handover at the end of every shift.
• Flexibility to support global operations across multiple time zones.

Key Responsibilities

Incident & Problem Management

• Provide 24x7 support coverage through rotational shifts and on-call schedules.
• Respond to and resolve application, integration, reporting, and data-related incidents.
• Analyze complex functional and technical issues and document initial root cause findings.
• Escalate unresolved or code-level issues to L3 Engineering or external vendors.

Application & Production Support

• Monitor application health, scheduled jobs, integrations, interfaces, and system performance.
• Validate production issues and implement approved workarounds.
• Troubleshoot data synchronization, workflow, configuration, access, and reporting issues.
• Support releases, deployments, post-production validation, and hypercare activities.

Service Management

• Manage incidents, service requests, and problem tickets within agreed SLAs.
• Prioritize issues based on severity, business impact, and urgency.
• Provide clear status updates during major incidents and participate in war-room activities.
• Maintain accurate ticket history, resolution notes, and escalation records.

Knowledge & Operational Excellence

• Maintain troubleshooting guides, FAQs, runbooks, and knowledge articles.
• Perform daily health checks, queue monitoring, and SLA-risk reviews.
• Ensure complete shift handovers with active incidents, risks, and next actions documented.
• Identify recurring issues and recommend preventive or permanent corrective actions.

Stakeholder Collaboration

• Work closely with L1 Service Desk, L3 Development, Infrastructure, Security, and Vendors.
• Communicate effectively with business users and leadership during critical incidents.
• Attend knowledge-transfer sessions and share relevant updates across support shifts.

Requirements & Tech Stack

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.

Experience

• 0-3 years of IT application or production support experience.
• Including 2-3 years in an L2 support role.
• Exposure to a 24x7 environment.
• Service Management Experience using an ITSM platform such as ServiceNow and working with incident, problem, change, and service-request processes.

Technical Foundation

• Hands-on capability in application troubleshooting, SQL/data validation, API or integration analysis, log review, monitoring, and enterprise application support.

Preferred

• Working knowledge of cloud platforms, reporting tools, low-code platforms, and ITIL principles.

Core Competencies

• Strong analytical and structured problem-solving skills.
• Clear written and verbal communication with technical and non-technical stakeholders.
• Ability to remain calm, prioritize effectively, and work under pressure during major incidents.
• Customer-focused approach with strong ownership and follow-through.
• High-quality documentation, collaboration, and shift-handover discipline.
• Ability to work effectively across global teams and time zones.