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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