Job Description
In this role, you will provide crucial support for business applications by resolving escalated issues from the L1 support team and ensuring optimal application performance. You will be responsible for troubleshooting incidents and managing routine maintenance tasks, collaborating with vendors to address high-impact issues, and maintaining thorough documentation for application configurations and support processes. You will also participate in change management activities and assist users with queries to minimize disruption, while proactively analyzing logs to identify potential problems and supporting disaster recovery operations.
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Key Responsibilities
- Provide support for business applications, resolving issues escalated by the L1 support team.
- Monitor application performance and health using relevant monitoring tools.
- Troubleshoot and resolve incidents, bugs, and system errors in a timely manner.
- Perform routine application maintenance tasks (e.g., patching, configuration updates, service restarts).
- Collaborate with vendors and infrastructure teams to resolve recurring or high-impact issues.
- Maintain documentation for application configurations, standard operating procedures, and support processes.
- Participate in change management and deployment activities, including testing and validation.
- Support users by answering queries, providing workarounds, and ensuring minimal disruption.
- Analyze logs and performance data to proactively identify potential issues.
- Support disaster recovery and backup operations for applications under management.
Required Skills and Qualifications
- Bachelor's degree in Computer Science, Information Systems, or related field.
- 2–5 years of experience in application administration or technical support.
- Proficiency with Windows and/or Linux operating systems.
- Experience working with databases (SQL Server, Oracle, PostgreSQL, etc.).
- Familiarity with application servers (e.g., Apache, Tomcat, WebLogic, IIS).
- Understanding of ITIL processes (incident, problem, change management).
- Strong analytical and problem-solving skills.
- Good communication skills and ability to work in cross-functional teams.
Preferred Qualifications
- Experience with monitoring tools (e.g., Dynatrace, Splunk, Nagios).
- Knowledge of cloud environments (AWS, Azure) and SaaS applications.
- Experience with ticketing systems like ServiceNow, JIRA, or BMC Remedy.
Work Conditions
At the company, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
