Job Description
APPLICATION SUPPORT | JAVA | ITIL OPERATIONSL2 – Support Analyst - Mexico
Job DescriptionRole 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 handov

📌 Senior Systems Engineer (México)
🏢 Infosys
📍 México