Application Management Support Specialist – Level 2

Summary

As an Application Support Specialist (L2), you will join a team of experienced professionals responsible for ensuring the stability, performance, and reliability of enterprise applications for the Data, Analytics and Group Functions Value Stream. This role links Level 1 support with Level 3 and engineering teams, with a focus on incident resolution, root cause analysis, and continuous service improvement.

Responsibilities

• Deliver Level 2 support for enterprise applications spanning data, analytics, and finance systems.
• Troubleshoot and resolve incidents escalated from L1 within defined SLAs.
• Perform advanced diagnostics, including log analysis, database queries, and system evaluation.
• Ensure application uptime, stability, and performance optimization.
• Manage the end-to-end incident lifecycle: analysis, prioritization, resolution, and closure.
• Conduct root cause analysis for recurring issues and implement preventive measures.
• Collaborate with L3 teams, vendors, and engineering teams to resolve complex issues.
• Support application deployments, upgrades, and patching activities.
• Participate in change management processes to minimize disruption to business operations.
• Validate post-release system stability and performance.
• Monitor application health and performance using standard monitoring tools.
• Perform proactive system checks, preventive maintenance, and performance tuning.
• Identify and mitigate potential risks before they affect business operations.
• Act as a key point of contact for business users and IT stakeholders.
• Provide timely updates, status reports, and incident summaries.
• Deliver user support, training, and query resolution.
• Maintain detailed documentation, including SOPs, knowledge-base articles, and troubleshooting guides.
• Document known issues, workarounds, and best practices for operational efficiency.
• Identify automation opportunities to improve efficiency and reduce manual intervention.
• Analyze system performance and recommend enhancements.
• Drive service improvement initiatives aligned with ITIL practices.

Key Requirements

• Application Support (L2) experience in enterprise environments
• Basic to intermediate SQL and database management
• Experience with BI tools and data analytics platforms
• Log analysis and monitoring tools expertise
• Experience with ITSM tools, such as ServiceNow
• Understanding of ITIL processes: Incident, Problem, Change, and Configuration

Nice to Have

• Knowledge of ERP systems and finance applications
• Understanding of APIs, middleware, and system integrations
• Exposure to cloud or hybrid application ecosystems
• Strong understanding of Accounts Receivable (AR) and Accounts Payable (AP)
• Experience with Travel & Expense (T&E) systems
• Knowledge of finance ERP platforms such as D365, Medius, and Concur
• Basic knowledge of application security, access controls, and vulnerability concepts
• Proactive and self-driven approach with a continuous-improvement mindset
• Ability to manage multiple priorities in high-pressure environments
• Strong ownership, accountability, and service orientation
• Curiosity to learn emerging technologies and systems

Other Details

• Remote/on-site hybrid working environment
• Cross-functional team with globally distributed stakeholders
• Training opportunities in ITIL certification and service-management best practices