APPLICATION SUPPORT | JAVA | ITIL OPERATIONS

L2 – Support Analyst - Mexico

Job Description

Role Purpose
The L2 Application Support Analyst will be responsible for providing production support for business-critical Java applications, ensuring application stability, timely incident resolution, proactive monitoring, and continuous service improvement. This role requires strong troubleshooting skills, hands-on experience with Java-based applications, and the ability to collaborate effectively with cross-functional teams to maintain high service availability and operational excellence.

Key Responsibilities

• Provide L2 production support for multiple Java-based applications and services across production and non-production environments.
• Monitor application availability, performance, interfaces and system alerts to ensure uninterrupted business operations.
• Perform incident diagnosis, troubleshooting, impact assessment, and resolution within defined SLA commitments.
• Analyze application logs, database records, and monitoring dashboards to identify and resolve issues.
• Participate in major incident bridges and support service restoration activities.
• Record, update, and maintain incident, request, problem, and change records in ServiceNow.
• Conduct root cause analysis (RCA) for recurring incidents and support implementation of preventive measures.
• Collaborate with Development, Infrastructure, Database, Middleware, Cloud, Network, Service Desk, and Business teams for issue resolution.
• Support production deployments, release activities, smoke testing, and post-deployment validations.
• Perform proactive monitoring and trend analysis to identify potential risks before they impact users.
• Create and maintain knowledge articles, troubleshooting guides, SOPs, and operational runbooks.
• Support automation initiatives for repetitive operational tasks, process improvements, health checks, reporting, and monitoring activities.
• Participate in shift handovers, on-call rotations and critical production activities when required.
• Contribute to continuous improvement initiatives aimed at reducing incident volume and improving service quality.
• Prepare operational metrics and contribute to weekly and monthly service review reports.

Required Skills & Experience

• 3+ years of experience in Application Production Support or L2 Support environments.
• Strong hands-on experience supporting Java/J2EE applications, microservices, REST APIs, and distributed systems.
• Experience in Incident Management, Problem Management, and Change Management processes.
• Hands-on experience using ServiceNow for incident and request management.
• Strong troubleshooting and analytical skills across application, integration, and database layers.
• Experience working with:
• SQL Queries
• Log Analysis
• API Testing Tools
• Monitoring Dashboards
• Understanding of application support processes and production release management.
• Ability to work effectively with multiple internal and external stakeholders.
• Strong verbal and written communication skills.
• Ability to work in a fast-paced production support environment and handle multiple priority incidents simultaneously.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• Exposure to ITIL-based support processes.
• Exposure to Cloud platforms (Azure).
• Experience with CI/CD pipelines and deployment support activities.

Key Competencies

• Incident Management

• Problem Solving & Troubleshooting

• Root Cause Analysis

• Proactive Monitoring

• Continuous Improvement

• Communication Skills