L2 Application Support Analyst (Contract) About the job L2 Application Support Analyst (Contract)
Ensure the proper operation and maintenance of all production systems and services managed by Service Operations.
Provide high-standard incident and problem management support, coordinating resolution efforts with the appropriate resolver teams.
Minimize system downtime by ensuring prompt escalations to specialized internal and external resolver groups, adhering to customer contracts, SLAs, and monitoring requirements.
Escalate unresolved issues to the next level for further investigation and resolution.
Perform analysis, define requirements, document changes, and verify enhancements for applications and systems.
Deliver onsite user support during service cutovers to ensure a smooth transition.
Continuously document lessons learned, known errors, and operational knowledge to improve service delivery.