Application Support Analyst (L1/L2) – Production Support

About the role

We are looking for an experienced Application Support Analyst (L1/L2) to support business-critical production applications and ensure the smooth operation of systems and services. This role is focused on application and production support, including monitoring applications, investigating incidents, troubleshooting issues, validating transaction data, and coordinating with technical teams for escalations. This is not a software development or DevOps role. We are looking for someone with hands-on experience supporting live production applications.

Key responsibilities

• Monitor production applications and platform health
• Perform first-level and second-level incident triage and troubleshooting
• Investigate system alerts, service interruptions, and transaction-related issues
• Review application logs and monitoring dashboards
• Execute operational procedures and established runbooks
• Validate application and transaction data during incident investigations
• Coordinate and escalate issues to L3 engineering and application teams
• Document incidents, findings, resolutions, and recurring issues
• Support operational readiness in a business-critical environment

About you

• Experience in L1/L2 Application Support or Production Support
• Experience handling incidents, alerts, troubleshooting, and production issues
• Knowledge of Incident Management, Problem Management, and Root Cause Analysis
• Experience supporting business-critical or enterprise applications
• Familiarity with AWS environments, including CloudWatch and AWS Console
• Experience using SQL or PostgreSQL for data validation and troubleshooting
• Experience with monitoring tools such as Dynatrace, Splunk, CloudWatch, or similar
• Strong analytical, troubleshooting, and communication skills
• Comfortable working with global teams and supporting US business hours