Java L2 Support Analyst — Incident & RCA Expert

Infosys BPM Philippines; Monterrey; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

Infosys Mexico is seeking an L2 Application Support Analyst to provide production support for Java applications. You will ensure stability, manage incidents, and collaborate with cross‑functional teams to maintain high service availability.

Responsibilities include monitoring, triaging incidents, performing RCA, and supporting deployments while leveraging ServiceNow and ITIL processes. Strong Java experience and communication skills are essential in a fast-paced tech environment.

Formación

• 3+ years in Application Production Support or L2 Support.
• Strong hands-on experience with Java/J2EE, microservices and REST APIs.
• Experience with Incident, Problem and Change Management processes.
• Hands-on ServiceNow experience for incident and request management.
• Good troubleshooting across application, integration and database layers.
• Excellent verbal and written communication skills.

Responsabilidades

• Provide L2 production support for Java-based applications across environments.
• Monitor availability, performance, interfaces, and alerts to ensure uptime.
• Diagnose incidents, assess impact, and resolve within SLA commitments.
• Analyze logs, DB records, and dashboards to identify and fix issues.
• Collaborate with cross-functional teams for issue resolution.
• Record and maintain incident, change and problem records in ServiceNow.
• Support production deployments, releases, and post-deployment validations.
• Contribute to continuous improvement and knowledge base articles.

Conocimientos

Java/J2EE

Microservices

REST APIs

Distributed systems

Incident management

Problem management

Change management

Troubleshooting

Analytics

Communication skills

Educación

Bachelor's Degree in CS/IT/Engineering

Herramientas

ServiceNow

SQL Queries

Log Analysis

API Testing Tools

Monitoring Dashboards

Descripción del empleo

Infosys Mexico is seeking an L2 Application Support Analyst to provide production support for Java applications. You will ensure stability, manage incidents, and collaborate with cross‑functional teams to maintain high service availability.

Responsibilities include monitoring, triaging incidents, performing RCA, and supporting deployments while leveraging ServiceNow and ITIL processes. Strong Java experience and communication skills are essential in a fast-paced tech environment.