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The Opportunity

Tier 2 Application Support 2 is responsible for the operational stability, reliability, and supportability of enterprise applications across production and non-production environments. This role focuses on incident management, observability, and runbook‑driven operations, while leveraging DevOps-aligned tooling in a controlled and governed manner.

The analyst acts as the primary escalation point for complex operational issues, executes approved maintenance activities, and partners closely with Development and DevOps teams—while maintaining clear segregation of duties. The role contributes to continuous service improvement without performing code changes, pipeline authoring, or infrastructure provisioning.

About The Role:

Core Responsibilities

• Resolve moderately complex application incidents by following the Enterprise Incident Management (EIM) process to meet SLAs and availability targets.
• Act as the first point of escalation for high-severity incidents during assigned shifts, including participation in bridge calls and coordination across support teams.
• Monitor application health using approved observability platforms (logging, metrics, dashboards, alerts) and triage incidents generated from monitoring tools or support queues.
• Diagnose incidents through detailed analysis of application logs, service metrics, and execution of approved SQL diagnostic queries.
• Execute pre-approved runbooks for:
  • Application restarts
  • Job reprocessing
  • Maintenance activities
  • Operational recovery steps
• Participate in planned maintenance windows in collaboration with infrastructure, database, and development teams.
• Provide timely and accurate incident updates to incident managers and senior leadership during high‑profile outages.

DevOps-Aligned Responsibilities (Controlled Scope)

The Tier 2 Application Support Analyst will leverage DevOps tooling as a consumer and operator.

CI/CD and Release Awareness

• Maintain read-only visibility into CI/CD pipelines to:
  • Validate deployment status and release versions
  • Correlate incidents with recent deployments
  • Confirm environment readiness during incidents
• Trigger approved operational pipelines only (e.g., restart services, invoke rollback procedures defined by Development).

Out of Scope: Pipeline creation, modification, approvals, or release promotion.

Observability & Monitoring

• Utilize centralized logging and monitoring tools to:
  • Perform advanced log queries
  • Analyze application and service-level metrics
  • Create and maintain read-only operational dashboards
• Provide feedback to Development and DevOps teams on alert quality, noise reduction, and operational signal effectiveness.

Automation & Scripting

• Execute approved automation scripts (PowerShell, Bash, SQL) as defined in runbooks.
• Review scripts for operational understanding and troubleshooting context.

Out of Scope: Authoring production scripts or implementing unattended automation.

Incident, Problem, and Continuous Improvement

• Function as Incident Lead for Severity 2–3 incidents and support Severity 1 incidents under the direction of Incident Management.
• Contribute to post‑incident reviews by providing:
  • Timeline reconstruction
  • Impact assessment
  • Operational root cause analysis
• Actively manage follow‑ups on Problem records and recommend improvements to reduce incident recurrence.
• Identify opportunities to enhance runbooks, monitoring, and operational readiness.

Collaboration & Escalation

• Collaborate closely with Level 3 (Development / DevOps) teams when:
  • Code changes are required
  • New or undocumented failure scenarios are identified
  • Long‑term fixes or architectural changes are needed
• Ensure clear handoffs and escalation packages, including logs, metrics, timelines, and impact summaries.

What You Need To Succeed:

Experience & Qualifications:

• 3+ years of experience in application support, operations, or production support within large, complex enterprise environments.
• Strong understanding of incident, problem, and change management practices (ITIL-aligned).
• Hands-on experience supporting applications in Unix and Windows environments.
• Proven experience executing production maintenance activities using documented runbooks.
• Strong analytical and troubleshooting skills using logs, metrics, and SQL diagnostics.

Technical Skills:

• Application support and production operations
• Log analysis and observability tools (e.g., Splunk, Application Insights, ELK, Dynatrace)
• SQL (read-only diagnostics and data validation)
• Scripting execution (PowerShell, Bash)
• CI/CD platform awareness (Azure DevOps, GitHub, or equivalent – read-only usage)
• Microsoft Office and collaboration tools (Outlook, Excel, Word, PowerPoint, SharePoint)
• Code changes and releases
• CI/CD pipeline design and approvals
• Infrastructure and configuration changes
• Automation authoring and platform engineering

Shift & On‑Call Requirements

• Shift Times: Monday-Friday from 10am-6pm or 11am to 7pm
• Participation in on‑call rotations outside standard business hours, as required
• Flexibility to work alternate shifts to cover vacations or operational needs
• Requirement to support IT Operations function on weekends