APPLICATION SUPPORT | JAVA | ITIL OPERATIONS

L2 – Support Analyst - Mexico

Job Description

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-ca

📌 Senior Systems Engineer (Centro)
🏢 Infosys
📍 Centro