Summary

As an Application Support Specialist (L2), you will join a team of experienced professionals responsible for ensuring the stability, performance, and reliability of enterprise applications for the Data, Analytics and Group Functions Value Stream. This role is pivotal in linking Level 1 support and Level 3/engineering teams, focusing on effective incident resolution, root cause analysis, and continuous service improvement.

Responsibilities:

• Deliver Level 2 support for enterprise applications spanning data, analytics, and finance systems.
• Troubleshoot and resolve incidents escalated from L1 within defined SLAs.
• Perform advanced diagnostics including log analysis, database queries, and system evaluation.
• Ensure application uptime, stability, and performance optimization.
• Manage end-to-end incident lifecycle: analysis, prioritization, resolution, and closure.
• Conduct root cause analysis (RCA) for recurring issues and implement preventive measures.
• Collaborate with L3 teams, vendors, and engineering teams for complex issue resolution.
• Support application deployments, upgrades, and patching activities.
• Participate in change management processes ensuring minimal disruption to business operations.
• Validate post-release system stability and performance.
• Monitor application health and performance using standard monitoring tools.
• Perform proactive system checks, preventive maintenance, and performance tuning.
• Identify and mitigate potential risks before impacting business operations.
• Act as a key point of contact for business users and IT stakeholders.
• Provide timely updates, status reports, and incident summaries.
• Deliver effective user support, training, and query resolution.
• Maintain detailed documentation including SOPs, KB articles, and troubleshooting guides.
• Document known issues, workarounds, and best practices for operational efficiency.
• Identify opportunities for automation to improve efficiency and reduce manual intervention.
• Analyze system performance and recommend enhancements.
• Drive service improvement initiatives aligned with ITIL practices.

Key Requirements:

• Application Support (L2) experience in enterprise environments
• Basic to intermediate SQL and database management
• Experience with BI tools and data analytics platforms
• Log analysis and monitoring tools expertise
• Experience with ITSM tools, such as ServiceNow
• Understanding of ITIL processes (Incident, Problem, Change, Configuration)

Nice to Have:

• Knowledge of ERP systems and finance applications
• Understanding of APIs, middleware, and system integrations
• Exposure to cloud or hybrid application ecosystems
• Strong understanding of Accounts Receivable (AR), Accounts Payable (AP)
• Experience with Travel & Expense (T&E) systems
• Knowledge of Finance ERP platforms such as D365, Medius, Concur
• Basic knowledge of application security, access controls, and vulnerability concepts
• Proactive and self-driven with a continuous improvement mindset
• Ability to manage multiple priorities in high-pressure environments
• Strong ownership, accountability, and service orientation
• Curiosity to learn emerging technologies and systems

Other Details:

• Location: Remote/On-site hybrid working environment
• Team Structure: Cross-functional, globally distributed stakeholders
• Training Opportunities: ITIL certification and Service management best practices