L2 Analyst
Core
Provide second-level support for store applications, manage incidents and problems, and coordinate with vendors to ensure SLA compliance for retail technology operations.
Role type
Senior L2 Application Support Analyst (ITSM/Incident/Problem Management)
Builds
Stable store application performance and reliable vendor service delivery
Domain
Retail Technology / IT Operations
Deliverable
dashboards & analysis
Required skills
Incident triage, root cause analysis, vendor coordination, SLA management, stakeholder management, data analysis and reporting, technical troubleshooting across applications and infrastructure, ITSM process adherence
Preferred skills
L3 support experience, DevOps/IT Ops background, Retail Technology domain knowledge, ITSM platform expertise (ServiceNow, Jira), observability/SRE practices, ITIL 4 Foundation, cloud certifications (Azure/AWS)
Technologies
ServiceNow, Jira, Confluence, Azure, AWS
Responsibilities
Troubleshoot and resolve store application issues, monitor application performance, act as primary vendor contact for SLA compliance, perform root cause analysis for recurring problems, manage and prioritize incidents reported by store staff, conduct post-incident reviews, report on problem and incident metrics for management
Seniority
Senior, hands-on IC with leadership influence