L2 Production support

Responsibilities

• Provide Level 2 support for business-critical applications and integrations.
• Troubleshoot and resolve application, workflow, and data-related issues.
• Monitor application performance, interfaces, and batch jobs.
• Manage incidents, service requests, and problem tickets using ServiceNow.
• Perform root cause analysis (RCA) and implement corrective actions.
• Coordinate with vendors, developers, and infrastructure teams for issue resolution.
• Support user access management, SSO, and security-related requests.
• Validate and support application releases, upgrades, and deployments.
• Maintain SOPs, runbooks, knowledge articles, and support documentation.
• Ensure compliance with SLAs and provide timely stakeholder communication.
• Analyze application logs, API errors, and integration failures.
• Drive continuous process improvements to enhance system stability, reliability, and user experience.

Requirements

• API troubleshooting (REST/SOAP).
• JSON/XML payload analysis.
• SSO technologies.
• SQL query and data analysis skills.
• Log analysis and troubleshooting (e.g., Splunk).
• Microsoft 365 administration basics.

Qualifications

Bachelor of Computer Science.

Pay

$90,000 to $110,000 per year.