L1/L2 Support Analyst – Utilities Technology

Introduction:

We are looking for L1/L2 Support Analysts with experience in the Utilities technology landscape, specifically supporting systems such as ADMS (Advanced Distribution Management System), OMS (Outage Management System), CIS (Customer Information System), and related integrations. The ideal candidates will provide production support, incident management, and system monitoring to ensure high availability and performance of critical utility applications.

Responsibilities:

• Provide L1/L2 production support for ADMS, OMS, CIS, and integrated utility systems
• Monitor applications, interfaces, and system performance; proactively identify and resolve issues
• Handle incident management, service requests, and problem tickets in line with SLAs
• Perform root cause analysis and coordinate with L3/support teams for complex issues
• Support system integrations between utility platforms and enterprise applications
• Maintain documentation for processes, troubleshooting steps, and knowledge base
• Participate in on-call rotation and provide after-hours support as needed
• Work closely with business users and stakeholders to ensure minimal disruption to operations

Requirements:

Required Skills & Experience:

• Experience in Utilities domain (Electric/Gas) with exposure to ADMS, OMS, and CIS systems
• Hands-on experience in L1/L2 application support roles
• Knowledge of incident management tools (ServiceNow or similar)
• Understanding of system integrations, APIs, and data flows
• Strong troubleshooting and analytical skills
• Good communication and stakeholder coordination abilities