L2 Application Support (Enterprise Applications or Supplier/Vendor Portals)

We are seeking an experienced L2 Application Support Specialist with over 5 years of expertise in application and production support. This role requires advanced troubleshooting skills, strong stakeholder management, and the ability to resolve escalated incidents while collaborating with cross-functional teams

Key Responsibilities:

• Provide Level 2 support for enterprise applications and supplier/vendor portals.
• Investigate and resolve issues including:
• Application errors
• Data discrepancies
• Transaction failures
• Integration issues
• User provisioning problems
• Interface/API errors
• Analyze application logs and error messages to identify root causes.
• Perform root-cause analysis and coordinate with developers, infrastructure, database, integration teams, business users, and vendors.
• Manage escalated incidents from L1 support and ensure timely resolution.
• Utilize ticketing tools such as ServiceNow or Jira for incident, problem, and change management.
• Document solutions, create knowledge base articles, and contribute to continuous improvement initiatives.
• Ensure compliance with organizational standards and SLAs.

Qualifications:

• Minimum 5+ years of experience in Application Support or Production Support.
• Strong troubleshooting and analytical skills, with the ability to handle complex issues beyond L1 scope.
• Experience supporting enterprise applications or supplier/vendor portals.
• Basic knowledge of SQL/database queries preferred.
• Understanding of API, web services, and system integrations is an advantage.
• Familiarity with ITIL processes (incident, problem, and change management).
• Excellent communication, stakeholder engagement, and vendor management skills.
• Ability to work independently and collaboratively in a fast-paced environment.