L2 Application Support Specialist

SKILLS AND QUALIFICATIONS [Minimum of 3 years]
• 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]
• 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.
• 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.

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.