L2 Application Support Analyst

In10stech; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

In10stech in India seeks an experienced L2 Operations Support Analyst to provide production support for Customer Communications Platforms (CCM), including templates, adapters, scripts, and integrations, ensuring stability and security.

Role focuses on advanced troubleshooting, performance analysis, configuration management, incidents, releases, and DR, with 24x7 rotational shifts and cross-team coordination.

Qualifications

• 3–4 years of experience in L2 production support or application operations.
• Experience with CCM or enterprise communication platforms.
• Strong incident troubleshooting and log analysis capabilities.
• Proficient in SQL and query performance analysis.
• Experience with template-based communication/document generation.
• Familiar with ITSM processes: Incident, Request, Change, Problem, Release.
• Hands-on with ServiceNow and Jira; Windows and Linux environments.
• Ability to work with product vendors and cross-functional teams.

Responsibilities

• Provide second-level technical production support for CCM systems.
• Troubleshoot complex issues, analyze performance, and resolve incidents.
• Coordinate changes, deployments, and releases with IT and vendor teams.
• Ensure security, DR readiness, and operational stability of the platform.
• Collaborate with L3, product, infrastructure, and QA teams.

Skills

L2 support

Incident troubleshooting

SQL analysis

Monitoring/logs

Windows/Linux

APIs/web services

Documentation

Stakeholder communication

Tools

ServiceNow

Jira

Windows

Linux

REST/SOAP

Job description

Job Description – L2 Operations Support Analyst

Customer Communications Platforms

We are looking for an experienced L2 Operations Support Analyst to provide production support for Customer Communications Platforms (CCM) , including communication templates, data management components, custom adapters, scripts, integrations, reporting processes, and associated application infrastructure.

The role will provide second-level technical support , perform advanced troubleshooting and performance analysis, manage configuration and template changes, support releases and deployments, coordinate with L3/application teams, and ensure the stability, availability, security, and operational readiness of the platform.

Role Summary

Role: L2 Operations Support Analyst

Domain: Customer Communications Platforms / Customer Communications Management

Experience: 3–4 years

Function: L2 Production Support / Application Operations

Primary Focus: Advanced troubleshooting, performance analysis, template/configuration management, incident resolution, release/deployment support, security compliance, DR, and L3 coordination.

Shift: 24x7/rotational support, as applicable.

Required Skills & Experience

• 3–4 years of experience in L2 application operations, production support, application support, or managed services.
• Relevant experience supporting Customer Communications Management (CCM), or enterprise communication platforms .
• Strong experience in production incident troubleshooting and application support.
• Experience analyzing application and middleware logs.
• Good understanding of SQL and query performance analysis .
• Experience troubleshooting custom adapters, scripts, interfaces, and application components.
• Experience with template-based communication/document generation solutions.
• Experience with application configuration and change management.
• Experience with ITSM processes including Incident, Request, Change, Problem, and Release Management.
• Hands-on experience with tools such as ServiceNow, Jira, or equivalent.
• Working knowledge of Windows/Linux environments.
• Understanding of application/web servers, databases, APIs, certificates, authentication, and connectivity.
• Experience supporting security audits, RBAC, vulnerability/security scans, and compliance activities.
• Experience participating in DR drills and production recovery activities .

Preferred Technical Skills

Experience with one or more of the following is desirable:

• Customer Communications Management (CCM)
• Data adapters and transformation frameworks
• SQL/database performance tuning
• Shell/PowerShell, Linux working knowledge
• Batch scheduling and automation
• Web/application servers
• REST/SOAP APIs
• SSL/TLS certificates
• Authentication and authorization mechanisms
• Monitoring and alerting tools
• CI/CD support
• Security scanning and vulnerability reporting
• Strong analytical and problem-solving skills.
• Ability to troubleshoot complex production issues independently.
• Strong understanding of application dependencies and integrations.
• Ability to distinguish product defects, application issues, infrastructure issues, and operational issues .
• Strong ownership of incidents and escalations.
• Ability to work effectively with L1, L3, product vendors, infrastructure, database, security, QA, and business teams.
• Strong understanding of change and release governance.
• Good documentation and technical writing skills.
• Ability to work in a high-volume, SLA-driven production environment.
• Strong customer-facing communication and stakeholder management skills.
• Willingness to participate in rotational/24x7 support, deployments, and DR activities as required.

Key Performance Indicators (KPIs)

• L2 incident resolution and restoration within SLA.
• Reduction in recurring incidents and operational deviations.
• Accuracy and effectiveness of root-cause analysis and troubleshooting.
• Timely implementation of approved configuration and template changes.
• Successful completion of releases and deployments.
• Platform performance and capacity monitoring.
• Compliance with security, change, and operational procedures.
• Quality and completeness of technical documentation and knowledge articles.
• Effective escalation and collaboration with L3 and other support teams.