Job Summary
Job Posting: Application Support Analyst (L2/L3)
Position Overview
We are seeking a highly motivated Application Support Analyst (L2/L3) to support critical enterprise applications and data integration processes. The successful candidate will play a key role in incident resolution, SFTP-based file transfer support, batch processing monitoring, data validation, and troubleshooting integration issues across multiple business systems.
This role requires strong analytical skills, experience supporting production applications, and the ability to work collaboratively with business stakeholders, SAP teams, and technical support groups.
Key Responsibilities
Key Responsibilities
Application Support
- Provide L2/L3 support for enterprise applications in a production environment.
- Investigate, diagnose, and resolve application issues within established SLAs.
- Perform root cause analysis and implement preventive actions.
- Coordinate with development, infrastructure, and business teams to resolve complex issues.
SFTP & File Transfer Management
- Support automated SFTP-based file transfer processes, including transfers to and from LCEC and other integrated systems.
- Troubleshoot failed, delayed, or incomplete file transfers.
- Validate file availability, naming conventions, encryption requirements, and transfer status.
- Support manual recovery activities, including bulk uploads through application GUI interfaces when required.
Data Integration & Batch Processing
- Monitor and support inbound and outbound data interfaces.
- Investigate issues related to scheduled batch jobs, data loads, and integration processes.
- Troubleshoot missing, delayed, or rejected files and coordinate resolution with relevant teams.
- Support exception handling and reprocessing activities.
Incident & Problem Management
- Manage incidents and service requests through ServiceNow.
- Prioritize and resolve production issues to minimize business impact.
- Participate in problem management activities and continuous service improvement initiatives.
- Track and communicate issue status to stakeholders.
Log Analysis & Troubleshooting
- Analyze application logs, integration logs, batch processing outputs, and error reports.
- Diagnose interface failures and data processing exceptions.
- Escalate system-level issues to appropriate support teams where required.
- Collaborate with technical teams when deeper job log analysis is necessary.
Data Validation & Reconciliation
- Use SQL queries to perform data validation, reconciliation, and issue investigation.
- Verify data integrity across source and target systems.
- Support audit, compliance, and reporting activities.
- Analyze processing exceptions and error files generated by integration workflows.
Reporting & Operational Analysis
- Utilize advanced Excel functions for analysis and reconciliation.
- Create reports, dashboards, and operational metrics to support business and technical teams.
- Identify trends and recommend process improvements.
Skill Requirements
Required Skills & Competencies
Technical Skills
- Strong experience providing L2/L3 Application Support for enterprise applications.