Java Production Support Engineer (L2) - ITIL

Infosys; Región Centro; Presencial; MXN 360.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Descripción de la vacante

Infosys in Mexico is seeking an experienced L2 Application Support Analyst to provide production support for Java-based applications, ensure stability, and resolve incidents within SLAs. You will monitor availability, analyze logs, and collaborate with cross‑functional teams to maintain high service levels.

The role emphasizes hands-on Java/J2EE troubleshooting, incident, problem, and change management, with ServiceNow for ticketing, and active participation in releases, RCA, and continuous

Formación

• 3+ years of experience in Application Production Support or L2 Support environments.
• Hands-on experience supporting Java/J2EE applications, microservices, REST APIs, and distributed systems.
• Experience in Incident Management, Problem Management, and Change Management processes.
• Hands-on experience using ServiceNow for incident and request management.
• Strong troubleshooting and analytical skills across application, integration, and database layers.
• Ability to work with SQL queries, log analysis, API testing tools, and monitoring dashboards.

Responsabilidades

• Provide L2 production support for multiple Java-based applications and services across production and non-production environments.
• Monitor application availability, performance, interfaces and system alerts to ensure uninterrupted business operations.
• Perform incident diagnosis, troubleshooting, impact assessment, and resolution within defined SLA commitments.
• Analyze application logs, database records, and monitoring dashboards to identify and resolve issues.
• Participate in major incident bridges and support service restoration activities.
• Record, update, and maintain incident, request, problem, and change records in ServiceNow.
• Conduct root cause analysis (RCA) for recurring incidents and support implementation of preventive measures.
• Collaborate with Development, Infrastructure, Database, Middleware, Cloud, Network, Service Desk, and Business teams for issue resolution.
• Support production deployments, release activities, smoke testing, and post-deployment validations.
• Perform proactive monitoring and trend analysis to identify potential risks before they impact users.
• Create and maintain knowledge articles, troubleshooting guides, SOPs, and operational runbooks.
• Support automation initiatives for repetitive operational tasks, process improvements, health checks, reporting, and monitoring activities.
• Participate in shift handovers, on-call rotations and critical production activities when required.
• Contribute to continuous improvement initiatives aimed at reducing incident volume and improving service quality.
• Prepare operational metrics and contribute to weekly and monthly service review reports.

Descripción del empleo

Infosys in Mexico is seeking an experienced L2 Application Support Analyst to provide production support for Java-based applications, ensure stability, and resolve incidents within SLAs. You will monitor availability, analyze logs, and collaborate with cross‑functional teams to maintain high service levels.

The role emphasizes hands-on Java/J2EE troubleshooting, incident, problem, and change management, with ServiceNow for ticketing, and active participation in releases, RCA, and continuous