Job | Impelsys Hiring - L2 Application Support Analyst -

Position Overview: We are seeking experienced and dedicated Application Analysts to join our Level 2 Support team. The Application Analysts will be responsible for providing advanced technical support and troubleshooting for our company's applications, ensuring smooth operation and minimizing downtime. The ideal candidates should possess a strong technical background, excellent problem-solving skills, and a customer-focused mindset.

Key Responsibilities:

• Provide Level 2 technical support for a variety of applications, addressing complex issues escalated from Level 1 support.
• Analyze and diagnose application-related problems, identifying root causes and implementing effective solutions in a timely manner.
• Collaborate with cross-functional teams, including developers, quality analyst, and infrastructure teams, to resolve issues and improve application performance.
• Document detailed incident reports, including troubleshooting steps, resolution actions, and follow-up plans.
• Act as a subject matter expert for assigned applications, staying up-to-date with their functionalities, configurations, and integrations.
• Participate in regular knowledge-sharing sessions to contribute insights and best practices to the support team.
• Assist in the testing and validation of application updates, patches, and enhancements before deployment.
• Prioritize and manage multiple support tickets simultaneously, ensuring adherence to service level agreements (SLAs).
• Provide guidance and mentorship to Level 1 support analysts, helping them develop their technical skills and knowledge.

• Collaborate with end-users to understand their needs, gather feedback, and provide guidance on using applications effectively.

• Contribute to the creation and maintenance of support documentation, including user guides and knowledge base articles

Qualifications and Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• Proven experience working in Level 2 application support, with a strong understanding of software troubleshooting and problem-solving methodologies.
• Proficiency in analyzing application logs, database queries, and system configurations to diagnose issues effectively.
• Familiarity with various operating systems (Windows, Linux, etc.) and databases (SQL, Oracle, etc.).
• Strong scripting and coding skills (e.g., Python, PowerShell, SQL) to automate repetitive tasks and analyze data.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
• Strong customer service orientation and a collaborative mindset to work effectively within a team.
• Experience with incident management and ticketing systems (e.g., JIRA, ServiceNow) to track and document support activities.
• Ability to thrive in a fast-paced environment, prioritize tasks, and manage time effectively.

• ITIL certification or familiarity with ITIL principles is a plus.

Additional Information:

• This is a full-time position based at our Bangalore location
• Occasional on-call or after-hours support may be required to address critical incidents.

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