L1 / L2 Support Analyst (Utilities Domain)

Job Description:

We are seeking experienced L1/L2 Support Analysts with a strong background in the Utilities technology landscape. The candidate will be responsible for providing production support, monitoring, and incident management for critical systems such as ADMS, OMS, CIS, and related integrations. This role is essential to ensure the stability, performance, and availability of key utility applications.

Key Responsibilities:

• Provide L1/L2 production support for utility applications including ADMS (Advanced Distribution Management System), OMS (Outage Management System), and CIS (Customer Information System)
• Monitor application performance and system health to ensure high availability
• Handle incident management, troubleshooting, and resolution within defined SLAs
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures
• Coordinate with cross-functional teams for issue resolution and system enhancements
• Support integration points between utility systems and other enterprise applications
• Maintain documentation for support processes, issues, and resolutions
• Participate in on-call support rotation as required

Required Skills & Qualifications:

• Hands-on experience in L1/L2 support within Utilities domain
• Strong understanding of ADMS, OMS, CIS systems and their integrations
• Experience with incident management tools (ServiceNow or similar)
• Good troubleshooting and analytical skills
• Familiarity with system monitoring tools and log analysis
• Ability to work in a fast-paced, production support environment