Global L2 Support Analyst

As a Analyst II L2 Support, you will play a crucial role in ensuring the stability, availability, and performance of our production environment. This individual will be responsible for monitoring, maintaining, and troubleshooting our systems and applications to minimize downtime and optimize efficiency.

Duties and Responsibilities:

• Regularly monitor the production environment to ensure system health and availability and identify and resolve issues, such as system errors, performance bottlenecks, or downtime, in a timely manner.
• Perform routine maintenance tasks to ensure optimal performance and reliability of systems and applications.
• Respond promptly to incidents reported by users or detected through monitoring systems.
• Conduct thorough troubleshooting and root cause analysis to identify the underlying issues and implement corrective actions and workarounds to restore service and minimize impact on users.
• Provide technical assistance to end-users and other internal teams, addressing their inquiries and resolving technical issues.
• Maintain accurate and up-to-date documentation of system configurations, procedures, troubleshooting steps, and resolutions
• Proactively identify opportunities to improve the production environment, such as optimizing performance, enhancing reliability, or automating repetitive tasks.

Knowledge, Skills and Experience:

• Proficiency in XML-based system interfaces, including schema design and the use of XML-based tools such as SOAPUI and Postman, is preferred.
• Familiarity with Zendesk and issue management systems like JIRA.
• Understanding of infrastructure setup, databases, firewall configurations, cloud computing, and networking principles.
• Knowledge of scripting languages (e.g., Groovy, Python, VBA).

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours
• Smart working: hybrid remote/office working environment
• Work-life balance
• Excellent, dynamic and multicultural environment
• Note - This role will be in Rotational Shifts