L2 IT Application Support Specialist - Enterprise Applications

Overview :

We are looking for an experienced IT Application Support Specialist to provide comprehensive L2 support for a portfolio of enterprise applications. The role includes incident resolution, service request fulfillment, problem management, and user administration, ensuring continuous availability and performance of critical business systems.

Experience Required :

- 5 to 8 years of experience in IT Application Support or similar roles.

- Bachelors degree in Computer Science, Information Technology, or a related field.

Key Responsibilities :

Deliver L2 support for enterprise applications including:

- Blackline

- ARMS

- DPS (Oversight)

- DocuSign

- MK Denial

- OneTrust PIA

- Esker

- Administer applications and manage user access and permissions.

- Provide on-call support for P1/P2 incidents to ensure system availability.

Incident Management :

- Categorize and prioritize incidents using the defined priority matrix.

- Investigate, resolve, and document incidents within defined SLAs.

- Maintain logs in the ticketing system for future reference and reporting.

- Track and manage the incident queue, collaborating with service providers as needed.

Service Request Management :

- Escalate and reassign tickets as per predefined protocols.

- Communicate resolution status to stakeholders.

- Support release and change management activities when necessary.

Problem Management :

- Analyze trends and recurring issues to identify root causes.

- Perform Root Cause Analysis (RCA) and coordinate with relevant teams to deploy permanent fixes.

- Maintain SOPs and ensure proper documentation using client-specified templates.

Monitoring & Reporting :

- SERVFS

- CRM

- DataHub

Preferred Skills :

- Strong troubleshooting, analytical, and documentation skills.

- Good communication skills and ability to manage stakeholders effectively.

- Familiarity with ITIL best practices, especially around Incident, Service Request, and Problem Management.