L2 Apps Support Analyst

Job Summary

We are seeking a proactive and detail-oriented L2 Apps Support Analyst within our Global Capability Centre in Chennai, India to ensure the integrity and readiness of production systems. This role involves incident management and continuous improvement of application performance. The ideal candidate will analyze complex issues, coordinate with cross-functional teams, and implement preventive measures to maintain system stability. Responsibilities include managing service requests, performing deployments and enhancements, supporting disaster recovery exercises, and maintaining comprehensive documentation. A strong focus on automation, governance, and service level adherence is essential.

Responsibilities

• Responsible for production system integrity and production system readiness
• Analyze and resolve complex application involving in-depth investigation and diagnosis
• Respond timely to production incidents, user inquiries and service requests
• Log, track, and manage incidents, working towards timely resolution and adhering to service level agreements (SLAs)
• Support the Incident Manager in ensuring preventive and detective measures of applications are identified and implement with provision of root cause analysis
• Proactively assess past production issues, identify pattern to prioritize resolution and any possible actions to stabilize Production environment
• Propose improvement for systems based on identified process gaps
• Monitor application performance, identify potential issues, and perform routine maintenance tasks
• Identify and propose suitable process for automation to enhance support efficiency
• Perform application deployment, system enhancement, bug fixes and application change request
• Collaborate with cross-functional teams, including L3 development team, infrastructure and business stakeholders to provide updates, gather information, and facilitate issue resolution
• Ensuring that all support activities are performed within the agreed-upon service level agreements
• Participate in system failover and restoration for Business Continuity Planning and Disaster Recovery exercises
• Coordinate regular meetings for issues resolution with L3 development team and stakeholders
• Maintain documentation for troubleshooting steps, resolutions, and knowledge base articles to improve efficiency and knowledge sharing
• Perform other duties as and when assigned

Requirements

• Diploma/Degree in Computer Science or Information Technology
• Minimum 5 years of work experience in the Application or System Support function, preferably in a bank or financial institution
• Possess hands-on experience in supporting Workflow and Automation systems
• Experience in Enterprise Application support environment with interaction to multiple function (developer, infrastructure and service desk) and business users
• Experience in CI/CD (Continuous Integration/Continuous Delivery), Jenkins, ServiceNow or any other related tools for deployment and change/incident tracking
• Possess functional knowledge of Payments or Digitalization related systems (such as Domestic, Overseas and Cross-Border remittance, Customer on boarding, Funding Charges and Data Management)
• Possess technical knowledge on Application hosted in both Windows and LINUX, able to perform database query (SQL Server, ORACLE) and handling application services under Windows Services and LINUX application services
• Possess good understanding and competency in scripting (such as DOS, UNIX, or VBA)
• Possess competency supporting systems under Java Platform (JBOSS, WebLogic)
• Possess self-motivated and driven work ethic to ensure high quality work in a timely manner
• Possess collaborative team player working style with demonstration of presentable interpersonal skills
• Excellent communication, interpersonal and presentation skills
• Demonstrate a strong sense of accountability and ownership of results
• Demonstrate sound judgment in reviewing problems and making recommendations/decisions
• Experience in supporting applications in Cloud is a plus
• ITIL Foundation certification - Preferred

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