L2 - Support Analyst

State / Region / Province

Country

Mexico

Skills

Process|IT User Management|Incident and Request Management, Technology|Cloud Platform|Microservices, Technology|Database|Microsoft SQL Server, Technology|Enterprise Security J2EE APIs|Java EE Security Standards: JCA, JCE, JAAS, JSSE, JGSS, Technology|Infra_ToolAdministration-ITSM|ServiceNow, Technology|Java|Web Services-REST, Technology|Mana|Problem Management Analytics

Domain

Delivery

Interest Group

Infy Mexico

Company

Requisition ID

153222BR

APPLICATION SUPPORT | JAVA | ITIL OPERATIONS

L2 – Support Analyst - Mexico

Job Description Role Purpose
The L2 Application Support Analyst will be responsible for providing production support for business-critical Java applications, ensuring application stability, timely incident resolution, proactive monitoring, and continuous service improvement. This role requires strong troubleshooting skills, hands‑on experience with Java-based applications, and the ability to collaborate effectively with cross-functional teams to maintain high service availability and operational excellence.

Key Responsibilities

• 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.

Required Skills & Experience

• 3+ years of experience in Application Production Support or L2 Support environments.
• Strong 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.
• Experience working with:
• SQL Queries
• Log Analysis
• API Testing Tools
• Monitoring Dashboards
• Understanding of application support processes and production release management.
• Ability to work effectively with multiple internal and external stakeholders.
• Strong verbal and written communication skills.
• Ability to work in a fast‑paced production support environment and handle multiple priority incidents simultaneously.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.
• Exposure to ITIL-based support processes.
• Exposure to Cloud platforms (Azure).
• Experience with CI/CD pipelines and deployment support activities.

Key Competencies

• Incident Management
• Problem Solving & Troubleshooting
• Root Cause Analysis
• Proactive Monitoring
• Continuous Improvement
• Communication Skills

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.