Azure L2 Support Specialist

Role Overview

As an L2 Application Support Specialist, you will provide advanced technical and functional support for the organization’s critical applications. You will work closely with the IT Operations, Development, and Business Teams to resolve application-related incidents, identify root causes, and ensure system reliability and availability.

This role requires strong problem-solving skills, expertise in issue resolution, and proficiency in tools such as Azure DevOps, Salesforce, and other enterprise applications relevant to the insurance industry.

Key Responsibilities

1. Incident and Issue Management

• Serve as the second line of support for application-related issues, resolving escalated tickets from Level 1 support.

• Diagnose, troubleshoot, and resolve application issues efficiently within agreed service level agreements (SLAs).

• Document resolutions and share knowledge with Level 1 teams to prevent recurrence

2. Application Monitoring and Maintenance

• Monitor application performance, logs, and alerts to proactively identify and address issues.

• Collaborate with infrastructure and development teams to ensure system stability and performance.

• Perform routine maintenance, patching, and updates as required.

3. User Support and Training

• Assist business users with advanced application-related queries and provide functional support.

• Conduct training sessions and create documentation to help users maximize application capabilities.

4. Collaboration and Escalation

• Escalate unresolved or complex issues to L3 support or development teams, providing detailed incident information.

• Work closely with cross-functional teams during root cause analysis and permanent fix implementation.

5. System Integration and Configuration

• Support system integrations, APIs, and data exchanges between applications.

• Assist with configuration changes and customizations to address business needs.

6. Testing and Deployment

• Collaborate with QA and development teams to ensure quality deliverables.

7. Documentation and Reporting

• Maintain detailed records of incidents, resolutions, and application configurations.

• Generate and share reports on recurring issues, SLA compliance, and application performance trends.

8. Continuous Improvement

• Identify areas for process optimization and automation to improve service efficiency.

Stay updated on application changes, industry trends, and best practices in application support.

SKILLS AND QUALIFICATIONS [Minimum of 3 years] (Non-Negotiable):

• Strong expertise in incident management and problem resolution in a fast-paced environment.

• Proficiency in Azure DevOps for ticket management, monitoring, and reporting.

• Experienced in Salesforce CRM and its integrations is highly desirable.

• Experience with API testing tools like Postman and log analysis tools.

• Hands-on experience in database querying (SQL) for issue diagnosis and resolution.

• Understanding of software development lifecycle (SDLC) and Agile methodologies.



Technical Skills and Relevant Software [Minimum of 3 years] (Non-Negotiable):

• Monitoring Tools: Dynatrace, New Relic, or similar application performance monitoring tools.

• IT Service Management Tools: ServiceNow, Jira Service Desk, or equivalent.

• Collaboration Tools: Microsoft Teams, Confluence, SharePoint.

• Experience/Familiarity with cloud platforms such as Microsoft Azure or AWS.

• Knowledge of scripting languages (e.g., PowerShell, Python) for automation is a plus.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• Minimum of 3 years of experience in application support or a similar role, preferably in the insurance or financial services industry. (Non-negotiable)

• ITIL certification (Foundation or higher) is a plus.

• Experience with enterprise applications and their support frameworks. (Non-Negotiable)

Soft Skills:

• Strong communication and interpersonal skills for engaging with technical and non-technical stakeholders. (Non-Negotiable)

• Excellent analytical and troubleshooting abilities.

• Ability to work in a team-oriented, collaborative environment.

• Strong organizational skills to handle multiple issues and prioritize tasks effectively.