Level 2 Support Analyst

Litmus7; Ernakulam; On-site; INR 300,000 - 600,000; Full time

Job summary

Litmus7 is seeking an exceptional talent to join our 24x7 rotational shift for monitoring, triage, and rapid resolution of customer Digital Landscape issues. Retail production support knowledge is mandatory.

You will proactively monitor application uptime and performance, triage alerts, create ServiceNow tickets, maintain dashboards, and collaborate with application teams to resolve incidents while optimizing alerting and SOPs.

Qualifications

• 1 to 3 years of experience in end-to-end application support.
• Retail knowledge is a plus.

Responsibilities

• Proactive monitoring such as application uptime, performance metrics, transaction failures, and key error thresholds across on-prem and cloud environments.
• Alert triage and initial diagnosis for 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 SOPs up to date.
• Coordinate with application teams, SMEs, and Service Desk to resolve incidents.
• Recommend and follow best practices on alert optimizations and automation.

Skills

Communication skills

Ownership

Accountability

Troubleshooting

Documentation

Team player

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, Database 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 SOPs up to date.
• Coordinate with various application teams, SMEs, Service Desk operations team to resolve and escape issues.
• Recommend and follow best practices on alert optimizations, automations.

Technology Environment

• Monitoring platforms: DataDog, LogicMonitor, Pingmon, Yottaa, Spotlight
• Ticketing: ServiceNow, Jira

What You Bring

Technical & Operational Expertise

• 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.