L2 Application, Data and Analytics Support Engineer
Description
About the role
The L2 Application, Data and Analytics Support Engineer is responsible for providing second-level technical support for business applications, data platforms, and analytics solutions. The role involves investigating and resolving escalated incidents, performing root cause analysis, monitoring application and data processes, and ensuring the availability, reliability, and performance of supported systems. The position works closely with L1 support, L3 technical teams, developers, database administrators, infrastructure teams, and business stakeholders to resolve technical issues, minimize service disruptions, and maintain service quality in accordance with established service-level agreements (SLAs).
Key responsibilities
Ensure the application availability, functionality, and performance to identify potential issues and service interruptions
Validate logs, error messages, transaction records, and system behavior to identify the cause of incidents
Resolve technical incidents and service requests escalated from L1 support
Create metrics to identify recurring problems and recommend preventive measures
Support experienced developers in designing, coding, testing, and debugging software applications based on project requirements
Collaborate with team members to identify and resolve software defects and technical issues
Assist in creating and maintaining technical documentation, including code comments, system specifications, and user guides
Participate in code reviews to learn from experienced developers and improve coding practices
Participate in testing processes, writing and executing test cases, and verifying software functionality
Work with cross-functional teams to ensure effective project collaboration
About you
Bachelor's degree in Computer Science, Information Technology, Information Systems, Computer Engineering or a related field
At least 2 to 3 relevant years of experience in application support, production support, system support, IT operations or related technical role
Hands-on experience with troubleshooting application issues using system logs, database queries, monitoring tools and diagnostic utilities
Strong experience or hands-on with relational database and SQL for data validation, investigation, and troubleshooting
Technical hands-on with IT service management or ticketing systems such as ServiceNow, Jira or similar platform
Experience participating in application/system deployments, releases, patches, upgrades, maintenance activities, and post-deployment validation
Familiarity with Linux, Unix and Windows operating systems
Willing to work on rotating shifts, weekends, holidays or on-call schedules when required
Strong knowledge of relational databases (SQL Server, Oracle, PostgreSQL, or MySQL)
Proficient in SQL troubleshooting, maintenance, querying, and problem-solving skills