Level 2 Support Analyst

Litmus7 Systems Consulting Ltd; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

Litmus7 Systems Consulting Ltd in Bengaluru is seeking an experienced application support professional for a 24x7 rotational shift to monitor and triage the digital landscape. The role requires knowledge of retail production support and a proactive approach to uptime, performance, and issue resolution.

You will work with cross-functional teams to diagnose, document, and escalate issues, while maintaining dashboards and SOPs to industry best practices.

Qualifications

• 1–3 years of experience in end-to-end application support.
• Experience with retail domain is a plus.
• Strong ownership and accountability for tasks.

Responsibilities

• Monitor uptime and performance across on‑prem and cloud environments.
• Triages alerts and provide initial diagnosis per SLAs.
• Create and route tickets in ServiceNow by severity.
• Maintain dashboards and monitoring visibility.
• Update SOPs and maintain documentation.
• Coordinate with application teams to resolve issues.

Skills

Monitoring

Alert triage

Documentation

Communication

Retail knowledge

Teamwork

24x7 shift

Tools

ServiceNow

Dashboards

Job description

Litmus7 is seeking an exceptional talent who can work on 24x7 rotational shift to monitor, triage, fix customer Digital Landscape. Retail production Support Knowledge is Mandatory.

What You'll Do

• Proactive monitoring such as application uptime, performance metrics, transaction failures, and key error thresholds, Databases metrics of mission‑critical applications and services across on‑prem and cloud‑hosted environments.
• Alert triage and initial diagnosis for application performance and availability issues based on SLAs.
• Ticket creation and routing via ServiceNow based on alert severity and impact.
• Maintain and optimize monitoring visibility and dashboards per industry best practices.
• Execute, build & keep the SOPs up to date.
• Coordinate with various application teams, SME’s, Service Desk operations team to resolve and elevate issues.
• Recommend and follow best practices on alerts optimizations, automations.

What You Bring

• Be ready to work on 24x7 rotations at Bangalore work location.
• Experience: 1 to 3 years of experience as an end-to-end application support ecosystem. Good to have retail.
• Ownership, accountability and responsibility of the tasks assigned.
• Work closely with business and application owners on troubleshooting, support, and documentation.
• Excellent communication skills to present customer, drive P1.
• Good adaptive skills to work under pressure based on SLAs.
• Be a team player, humble, and should be able to set by example.