L2 Support

Job Summary:

We are looking for a dedicated, detail-oriented, and proactive Application Support Team Member to join our IT support team. The ideal candidate will be responsible for the day-to-day support, maintenance, and enhancement of critical business applications. This role involves incident resolution, root cause analysis, user interaction, and collaboration with development and infrastructure teams. The candidate must exhibit a can-do attitude, willingness to learn and adapt, and be flexible to step up in critical situations and deliver under pressure.

Key Responsibilities:

1. Provide L2 support for enterprise applications, ensuring prompt resolution of incidents.
2. Own and close L2 tickets within defined SLAs for SDC (Same Day Closure) and NDC (Next Day Closure).
3. Monitor application performance and availability using monitoring tools.
4. Triage issues and collaboration with relevant teams (L3/Dev/Infrastructure) for resolution.
5. Handle application deployments, configuration changes, and patch updates.
6. Maintain support documentation, SOPs, and knowledge base articles.
7. Participate in on-call support rotation and after-hours support when required.
8. Collaborate with business users and IT stakeholders for issue analysis and resolution.
9. Analyze recurring issues and contribute to continuous improvement and automation efforts.
10. Perform routine application checks and proactive maintenance.
11. Note: The candidate should be willing to relocate based on project requirements.

Required Skills:

1. Strong analytical and troubleshooting skills.
2. Working knowledge of Windows and Linux/Unix environments.
3. Familiarity with SQL and ability to run basic to intermediate queries.
4. Experience with incident management tools (ServiceNow, JIRA, etc.).
5. Exposure to scripting (Shell/Python/PowerShell) is a plus.
6. Basic knowledge of networking and system infrastructure.
7. Demonstrates a positive, never-say-die attitude, with a willingness to learn, adapt, and take ownership of issues.
8. Flexibility to work in a dynamic environment, step up when needed, and collaborate across functions.

Preferred Qualifications:

1. Experience in a production support or application support role (preferably in BFSI, Retail, or Healthcare domains).
2. Understanding of ITIL processes (Incident, Problem, Change Management).
3. Exposure to cloud environments (GCP, AWS, Azure) is a bonus.
4. Familiarity with monitoring tools (Dynatrace, AppDynamics, Splunk, etc.).
5. Good to have knowledge in Salesforce.

Relevant and total years of Experience

• 3 - 7 Years in Support vertical (preferably in Financial Domain)