Associate - L2 Application Support

We are seeking a skilled L2 Application Support Specialist to provide advanced technical support for business-critical applications. This role involves troubleshooting, incident management, and ensuring the stability, performance, and usability of applications. As an intermediary between L1 support, development teams, and end-users, the L2 specialist plays a key role in resolving issues, improving processes, enhancing user satisfaction, suggesting product enhancements, participating in upgrades, migrations, as well as back-end operational support and maintenance of the products.

• Core Technical Responsibilities
  • Handle escalations from L1 support, performing in-depth investigation and resolution of complex application-related issues.
  • Conduct root cause analysis and document resolutions for recurring problems.
  • Maintain detailed logs and documentation for all incidents, ensuring comprehensive tracking and follow-up.
• Application Monitoring and Maintenance
  • Monitor application performance and availability using appropriate tools to identify potential risks.
  • Proactively mitigate performance issues by executing regular health checks and maintenance tasks.
  • Ensure stability and reliability of applications through ongoing monitoring and optimization.
• Functional Support
  • Provide functional support for end-users, addressing application-specific queries and configurations.
  • Conduct functional testing for patches, updates, and enhancements to ensure alignment with user requirements.
  • Collaborate with users to ensure applications meet business needs effectively.
• Problem Management
  • Analyze incident trends to identify recurring problems and propose permanent fixes.
  • Collaborate with L3 teams for root cause resolution and implementation of long-term solutions.
  • Create and implement strategies to reduce incident recurrence.
• Change Management
  • Participate in change management processes, including assessing, testing, and implementing changes in applications.
  • Ensure compliance with ITIL standards and organizational policies for change management.
  • Collaborate with stakeholders to minimize disruptions caused by application changes.
• Documentation and Knowledge Sharing
  • Develop and maintain technical documentation, knowledge base articles, and SOPs for application support processes.
  • Provide training and mentorship to L1 support teams to enhance their capabilities and first-call resolution rates.
  • Share knowledge with team members to foster a collaborative and informed support environment.
  • System Documentation:
    Maintain accurate "as-built" documents for all configurations and customizations to support ongoing maintenance and troubleshooting.
  • Standard Operating Procedures (SOPs):
    Develop SOPs for daily operations, troubleshooting, and system maintenance, including performance monitoring, backups, and disaster recovery procedures.
  • Training and Knowledge Transfer:
    Create user guides, FAQs, and training documents for non-technical users, IT support staff, and for knowledge sharing within the team.
• Collaboration with Stakeholders
  • Liaise with customers and internal stakeholders to understand application requirements and provide tailored solutions.
  • Work closely with support teams, developers, and customers to resolve escalated issues and enhance application functionality.
  • Act as a bridge between technical teams and business stakeholders to ensure effective communication.
• Continuous Improvement
  • Identify opportunities for process improvements and propose innovative solutions to enhance support efficiency.
  • Implement automation and optimization initiatives to streamline workflows and reduce manual effort.
  • Stay updated on emerging technologies and application support best practices to maintain high service standards.
• Operational Support Engagements
  • Proactive System Maintenance:
    Conduct routine maintenance and health checks to ensure the stability and optimal performance of File Net environments.
  • Incident and Problem Management:
    Manage incidents, perform root-cause analysis, and coordinate with cross-functional teams for timely issue resolution.
  • Change and Configuration Management:
    Oversee system changes while ensuring configuration integrity and minimizing downtime.
  • Service Level Agreement (SLA) Adherence:
    Ensure products meet defined SLAs by documenting incident resolutions, performance metrics, and regular system checks.
  • Site visits and assignment to customers when needed as per work need.
• Project-Based Engagements
  • Technical Project Support:
    Serve as a technical resource and SME on product-related projects, collaborating closely with project managers, developers, and stakeholders to align on technical and business requirements.
  • Documentation for Project Handover:
    Prepare project-specific documentation to support a smooth transition from project deployment to operational support.

• Educational & Experience
  • Bachelor's degree in Computer Science or related field.
  • Proven experience in software application support, ideally in a Level 2 support role.
  • Strong understanding of…