L2 Support Analyst

Role Overview: As a L2/L1 application support specialist with 5-10 years of experience, you will be responsible for providing technical support for applications and infrastructure. Your role will involve troubleshooting issues, working on metrics and reports, managing the issue management process, and driving process improvements. Additionally, you will interact with internal teams and external vendors to resolve issues and design metrics for reporting. Key Responsibilities: - Respond to customer inquiries and assist in troubleshooting and resolving challenges - Prioritize the workload of the Application Support team - Manage the Issue Management Process and identify areas for service improvement - Provide technical leadership and input on application/infrastructure gaps - Work on automation and process improvement tasks - Design metrics for reporting and guide the L1/L2 teams in creating SOPs for new processes - Maintain application monitoring and review - Have an understanding of incident, request, and problem management processes - Utilize E-commerce experience and any BI tool experience for added advantage Qualifications Required: - 5+ years of experience in Production support - Bachelors/Masters Degree in Computer Science or related field - Hands-on/code debugging experience in Node JS and Python - Proficiency in SQL, Oracle, UNIX, and Windows operating systems - Experience in debugging through logs - Familiarity with BI tools such as Grafana, Kibana, Dynatrace, Splunk, etc.,