Key Responsibilities:

Incident Management:

• Respond to and resolve application issues escalated from L1 support within agreed SLAs.
• Analyze and diagnose problems, identifying root causes and implementing solutions.
• Document incidents, solutions, and workarounds in the knowledge base.

Problem Management:

• Identify recurring issues and work with development teams to implement permanent fixes.
• Conduct trend analysis to proactively address potential problems.

User Support:

• Provide guidance and support to end-users on application functionalities and best practices.
• Conduct training sessions or create user documentation as needed.

Collaboration:

• Work closely with L1 support to ensure seamless escalation and resolution of issues.
• Collaborate with development and infrastructure teams to address complex issues.

Monitoring and Maintenance:

• Monitor application performance and system health using monitoring tools.
• Perform routine maintenance tasks and apply patches or updates as required.

Continuous Improvement:

• Suggest and implement improvements to support processes and tools.
• Participate in post-incident reviews and contribute to process enhancements.

Compliance and Security:

• Ensure compliance with company policies and industry regulations.
• Assist in maintaining application security and data integrity.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 2-5 years of experience in application support or a similar role.
• Strong problem-solving skills and attention to detail.
• Proficiency in Linux/Unix, Autosys, SQL, scripting, Batch operation and understanding of databases.
• Familiarity with ITIL processes and best practices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with monitoring tools and ticketing systems is a plus.

Preferred Skills:

• Experience in supporting specific applications relevant to the industry.
• Knowledge of cloud platforms and services.
• Certification in ITIL or related frameworks.

 Working Conditions:

• May require working in shifts, including evenings, weekends, and holidays.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• May required to work in person hybrid working model