APPLICATION SUPPORT | JAVA | ITIL OPERATIONS

L2 – Support Analyst - Mexico

Role Purpose The L2 Application Support Analyst will be responsible for providing production support for business-critical Java applications, ensuring application stability, timely incident resolution, proactive monitoring, and continuous service improvement. This role requires strong troubleshooting skills, hands-on experience with Java-based applications, and the ability to collaborate effectively with cross-functional teams to maintain high service availability and operational excellence.

Key Responsibilities

- Provide L2 production support for multiple Java-based applications and services across production and non-production environments.
- Monitor application availability, performance, interfaces and system alerts to ensure uninterrupted business operations.
- Perform incident diagnosis, troubleshooting, impact assessment, and resolution within defined SLA commitments.
- Analyze application logs, database records, and monitoring dashboards to identify and resolve issues.
- Participate in major incident bridges and support service restoration activities.
- Record, update, and maintain incident, request, problem, and change records in ServiceNow.
- Conduct root cause analysis (RCA) for recurring incidents and support implementation of preventive measures.
- Collaborate with Development, Infrastructure, Database, Middleware, Cloud, Network, Service Desk, and Business teams for issue resolution.
- Support production deployments, release activities, smoke testing, and post-deployment validations.
- Perform proactive monitoring and trend analysis to identify potential risks before they impact users.
- Create and maintain knowledge articles, troubleshooting guides, SOPs, and operational runbooks.




- Support automation initiatives for repetitive operational tasks, process improvements, health checks, reporting, and monitoring activities.
- Participate in shift handovers, on-call rotations and critical production activities when required.
- Contribute to continuous improvement initiatives aimed at reducing incident volume and improving service quality.
- Prepare operational metrics and contribute to weekly and monthly service review reports.

Required Skills & Experience

- 3+ years of experience in Application Production Support or L2 Support environments.
- Strong hands-on experience supporting Java/J2EE applications, microservices, REST APIs, and distributed systems.
- Experience in Incident Management, Problem Management, and Change Management processes.
- Hands-on experience using ServiceNow for incident and request management.
- Strong troubleshooting and analytical skills across application, integration, and database layers.
- Experience working with:
- SQL Queries
- Log Analysis
- API Testing Tools
- Monitoring Dashboards
- Understanding of application support processes and production release management.
- Ability to work effectively with multiple internal and external stakeholders.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced production support environment and handle multiple priority incidents simultaneously.

Preferred Qualifications

- Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
- Exposure to ITIL-based support processes.
- Exposure to Cloud platforms (Azure).
- Experience with CI/CD pipelines and deployment support activities.

Key Competencies

- Incident Management
- Problem Solving & Troubleshooting

- Root Cause Analysis

- Proactive Monitoring

- Continuous Improvement

- Communication Skills

📌 – Support Analyst (Monterrey)
🏢 Infosys
📍 Monterrey