Application Development & Support Senior Analyst

Position Summary

The L2 Application Support Engineer provides 24x7 operational, technical, and functional support for business-critical applications and platforms. The role is the primary escalation point for incidents and service requests transferred from L1, performing in-depth troubleshooting, issue resolution, root cause analysis, and coordination with L3 Engineering, Development, Infrastructure, and Vendor teams.

The position helps maintain application availability, service stability, SLA adherence, and consistent support delivery across regions and time zones.

Key Responsibilities

Incident & Problem Management

• Provide 24x7 support coverage through rotational shifts and on-call schedules.

• Respond to and resolve application, integration, reporting, and data-related incidents.

• Analyze complex functional and technical issues and document initial root cause findings.

• Escalate unresolved or code-level issues to L3 Engineering or external vendors.

Application & Production Support

• Monitor application health, scheduled jobs, integrations, interfaces, and system performance.

• Validate production issues and implement approved workarounds.

• Troubleshoot data synchronization, workflow, configuration, access, and reporting issues.

• Support releases, deployments, post-production validation, and hypercare activities.

Service Management

• Manage incidents, service requests, and problem tickets within agreed SLAs.

• Prioritize issues based on severity, business impact, and urgency.

• Provide clear status updates during major incidents and participate in war-room activities.

• Maintain accurate ticket history, resolution notes, and escalation records.

Knowledge & Operational Excellence

• Maintain troubleshooting guides, FAQs, runbooks, and knowledge articles.

• Perform daily health checks, queue monitoring, and SLA-risk reviews.

• Ensure complete shift handovers with active incidents, risks, and next actions documented.

• Identify recurring issues and recommend preventive or permanent corrective actions.

Stakeholder Collaboration

• Work closely with L1 Service Desk, L3 Development, Infrastructure, Security, and Vendors.

• Communicate effectively with business users and leadership during critical incidents.

• Attend knowledge-transfer sessions and share relevant updates across support shifts.

Core Competencies

• Strong analytical and structured problem-solving skills.

• Clear written and verbal communication with technical and non-technical stakeholders.

• Ability to remain calm, prioritize effectively, and work under pressure during major incidents.

• Customer-focused approach with strong ownership and follow-through.

• High-quality documentation, collaboration, and shift-handover discipline.

• Ability to work effectively across global teams and time zones.

Key Performance Indicators