APPLICATION SUPPORT | JAVA | ITIL OPERATIONS L2 – Support Analyst - Mexico 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 Service Now. 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 requi

📌 – support analyst (Monterrey)
🏢 Infosys
📍 Monterrey