State / Region / Province
Country
Mexico
Skills
Process|IT User Management|Incident and Request Management, Technology|Cloud Platform|Microservices, Technology|Database|Microsoft SQL Server, Technology|Enterprise Security J2EE APIs|Java EE Security Standards: JCA, JCE, JAAS, JSSE, JGSS, Technology|Infra_ToolAdministration-ITSM|ServiceNow, Technology|Java|Web Services-REST, Technology|Mana|Problem Management Analytics
Domain
Delivery
Interest Group
Infy Mexico
Company
Requisition ID
153222BR
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 resol

📌 – Support Analyst (Jalisco)
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