Glow Services Corp
L2 App Support Analyst
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About the Role
Glow are seeking a proactive and detail-oriented Application Support Analyst to join our team. This role is critical in ensuring the smooth operation, stability, and performance of our business applications. The ideal candidate will bring strong problem-solving skills, a collaborative mindset, and a passion for driving operational excellence.
As an Application Support Analyst, you will be responsible for managing incidents, troubleshooting application issues, and working closely with cross-functional teams to deliver timely resolutions. Beyond day-to-day support, you will play an active role in monitoring system health, analyzing data trends, implementing bug fixes, and driving continuous improvements. You’ll also contribute to process automation, uphold best practices in change management, and ensure consistent stakeholder communication.
This is a dynamic role that requires both technical expertise and strong communication skills, offering the opportunity to shape and enhance how we deliver reliable, scalable, and efficient application support to our clients and internal teams.
Responsibilities
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Incident Management
- Oversee the incident management process, ensuring timely resolution of application incidents.
- Collaborate with cross-functional teams to troubleshoot and resolve application issues.
- Maintain an incident log and generate incident metrics reports.
- Act as the major incident controller during P1 or P2 incidents.
- Handle L2 incident response for IT systems and escalate to L3 when required.
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Problem Management
- Own and manage the root cause analysis for major incidents and P2 issues.
- Prepare and share Post Incident Reviews (PIRs).
- Ensure improvements are logged to prevent reoccurrence of incidents.
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Monitoring
- Monitor and ensure the availability of systems and services while detecting interruptions proactively.
- Coordinate with third-party vendors to resolve issues.
- Perform trend analysis to identify areas for improvement.
- Develop expertise in the monitoring platform (e.g., Datadog) to enhance operational visibility.
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Data Analysis
- Maintain daily communication with clients to investigate and resolve queries related to origination/servicing.
- Deliver weekly reconciliation reports to clients with high accuracy and timeliness.
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Development
- Design and implement bug fixes to improve application stability.
- Contribute to L2 development stories and collaborate with the development team on enhancement efforts.
- Partner with the DevOps team for maintenance and component updates/upgrades.
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Documentation
- Ensure all documentation is kept current and updated after L2 application support handovers.
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Operational Excellence
- Guarantee the availability, performance, and scalability of supported applications.
- Implement and maintain systems for monitoring, logging, and alerting.
- Develop and enforce standard operating procedures (SOPs) for consistent application support practices.
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Continuous Improvement
- Identify and implement process improvements for enhanced service delivery.
- Automate routine tasks to improve efficiency and reduce manual workloads.
- Collaborate with the development team to incorporate support insights into the development lifecycle.
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Stakeholder Communication
- Serve as the primary point of contact for all application support-related queries.
- Provide stakeholders with updates on incident status, root cause analyses, and resolution plans.
- Deliver regular reports and updates to senior management on key metrics and performance.
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Change Management
- Manage application deployments and configuration changes.
- Document and ensure adherence to the change management process.
- Conduct post-implementation reviews to assess the impact of system changes.
Required Skills and Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 2+ years of experience in application support or a similar role.
- Proficiency in incident and problem management frameworks.
- Experience with monitoring platforms such as Datadog or equivalent tools.
- Strong analytical skills with a focus on trend analysis and data interpretation.
- Experience in L2/L3 application support and familiarity with development pipelines.
- Knowledge of ITIL practices and change management processes.
- Excellent stakeholder communication and reporting skills.
- Technical knowledge of DevOps practices and application lifecycle management.
Preferred Attributes
- Prior experience in bug fixes, component upgrades, and development stories.
- Ability to automate tasks using tools/scripts for operational improvement.
- Proven ability to create, maintain, and enforce SOPs effectively.
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