Application Support Analyst (FTC)
Core
L2/L3 Application Support Analyst managing incidents and service requests for complex web-based and integrated applications in a production environment.
Role type
L2/L3 Application Support Analyst
Builds
Supports complex, web-based and integrated applications in a production environment
Domain
Financial services / Payments / Enterprise Software
Required skills
SQL, Oracle or PostgreSQL, API-based integrations, ticketing platforms (Zendesk), incident management, SLA-driven environments, troubleshooting, client communication
Preferred skills
Payments/banking domain knowledge, Azure environments, ITIL practices, Java/Angular/React exposure
Technologies
SQL, Oracle, PostgreSQL, Zendesk, Azure, Java, Angular, React
Responsibilities
Manage and resolve L2/L3 incidents and service requests within SLAs; Investigate and troubleshoot application issues using SQL, logs, APIs, and monitoring tools; Support complex, web-based and integrated applications in a production environment; Take ownership of client-raised issues and work them through to resolution; Troubleshoot issues relating to user access, databases, integrations, application functionality, and transaction processing; Perform system health checks and monitor application performance; Escalate complex technical issues with clear analysis; Create and maintain knowledge-base articles and support documentation; Identify opportunities for automation and continuous improvement; Provide product guidance and training to clients and users.
Seniority
Mid-level, hands-on IC