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Job Details

Skills

Application Support
BMC Remedy
Data Link Layer
Network Layer
Knowledge Transfer
Onboarding
Management
Knowledge Sharing
Operational Efficiency
Communication
Mentorship
Root Cause Analysis
Offshoring
ServiceNow
Software Development Methodology
Interfaces
Knowledge Base
Analytical Skill
SLA

Summary

Senior L2 Application Analyst
Location: Remote

Summary :

The Application Support Analyst is responsible for providing Level 2 (L2) application support for an assigned portfolio of applications, ensuring service stability, incident resolution, and operational excellence. The role participates in Knowledge Transfer (KT), shadow and reverse shadow activities, supports offshore delivery teams, manages application-specific risks and dependencies, and coordinates with L3 teams, vendors, and business stakeholders to ensure effective support delivery.

Key Responsibilities

Application Support & Operations

Provide L2 support for assigned applications within agreed SLA targets.
Investigate, troubleshoot, and resolve incidents, service requests, and operational issues.
Perform application health checks, monitoring reviews, and operational validations.
Coordinate and track issues requiring escalation to L3 teams, infrastructure teams, or vendors.
Support change, release, deployment, and post-implementation validation activities.

Knowledge Transfer & Transition Support

Participate in KT sessions, workshops, shadowing, and reverse shadowing activities.
Capture, validate, and maintain support documentation, SOPs, and runbooks.
Review architecture, interfaces, dependencies, and operational processes during transition.
Maintain KT trackers, action items, and knowledge repositories.
Support transition readiness and service takeover activities. \

Portfolio Management

Own and manage the assigned application portfolio.
Understand application criticality, business impact, dependencies, and support requirements.
Maintain awareness of application lifecycle, upgrades, known issues, and vendor support status.
Track recurring issues, technical debt, risks, and improvement opportunities.
Ensure support documentation and operational knowledge remain current.

Offshore Team Leadership & Guidance

Provide functional and technical guidance to offshore support resources.
Review ticket quality, troubleshooting approaches, and resolution effectiveness.
Ensure adherence to incident, change, and problem management processes.
Support team onboarding, cross-training, and knowledge-sharing activities.
Act as the point of contact for application-related operational matters.

Stakeholder & Vendor Coordination

Coordinate with business users, application owners, SMEs, and vendors.
Participate in support reviews, operational meetings, and governance discussions.
Facilitate communication during major incidents and high-priority issues.
Manage escalation paths and ensure timely resolution of critical issues.

Continuous Improvement

Identify opportunities to improve support processes and operational efficiency.
Contribute to knowledge base updates and process standardization.
Support root cause analysis and problem management initiatives.
Drive reduction of recurring incidents and SME dependency risks.

Required Skills

Application Support (L2)
Incident, Service Request, Change & Problem Management
ITSM Tools (ServiceNow, Remedy, etc.)
KT, Shadow & Reverse Shadow Experience
Vendor and Stakeholder Management
Documentation and Runbook Development
Team Mentoring and Offshore Coordination
Strong Troubleshooting and Analytical Skills

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10469220
Position Id: TechM229865
Posted 3 hours ago

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L2 Application Support Analyst

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