IT Production Support Analyst (L2) – Incident & Monitoring

Infosys Singapore & Australia; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Infosys Singapore & Australia is seeking a proactive IT Application Support Specialist with strong production support, incident management, and service request handling to ensure application stability and timely resolutions.

The role involves monitoring systems, performing RCA for recurring issues, using ServiceNow for ticketing, and collaborating with cross-functional teams to deliver reliable IT services.

Qualifications

• 3-5 years of experience in IT application production support (L2 level).
• Strong hands-on experience in Incident Management, Service Request Management, Problem Management.
• Experience working with ticketing tools such as ServiceNow (mandatory).
• Exposure to application monitoring tools.
• Good understanding of ITIL processes and best practices.
• Experience in log analysis, troubleshooting, and root cause identification.
• Excellent communication and coordination skill.

Responsibilities

• Provide L2 support for business-critical applications in a production environment
• Handle incident resolution and service request fulfillment within defined SLAs
• Perform root cause analysis (RCA) for recurring issues and coordinate with partner teams for preventive measures
• Ensure high availability and performance of applications
• Manage and resolve incidents, service requests, and problem tickets effectively
• Work hands-on with tools like ServiceNow for ticket tracking, prioritization, and updates
• Categorize and prioritize issues based on severity and business impact
• Coordinate with L1/L3 teams and other stakeholders for faster resolution
• Monitor application health, logs, and system alerts using monitoring tools
• Proactively identify issues and take corrective actions before impact occurs
• Maintain dashboards and reporting for system performance and incident trends

Skills

Incident Management

Service Request Management

Problem Management

Root Cause Analysis

Monitoring Tools

ITIL

Communication

Tools

ServiceNow

Job description

Infosys Singapore & Australia is seeking a proactive IT Application Support Specialist with strong production support, incident management, and service request handling to ensure application stability and timely resolutions.

The role involves monitoring systems, performing RCA for recurring issues, using ServiceNow for ticketing, and collaborating with cross-functional teams to deliver reliable IT services.