Application support (Level 2)

Role Overview

An Application Support Level 2 (L2) professional provides advanced technical support for business applications after issues are escalated from Level 1. The role focuses on incident resolution, root cause analysis, system monitoring, service requests classification and collaboration with development teams to ensure application stability and performance.

L2 acts as the bridge between Level 1 support and Level 3 development teams.

Key Responsibilities

1. Incident & Problem Management

• Investigate and resolve complex application issues escalated from Level 1 support.
• Perform root cause analysis (RCA) on recurring incidents.
• Analyse logs, database queries, and system alerts to diagnose problems.
• Document solutions and update the knowledge base.
• Ensure incidents are resolved within defined SLAs (Service Level Agreements).
• Identify, record and classify service requests and incidents, and assign a priority according to business criticality and service agreements.

2. Application Monitoring & Maintenance

• Detect anomalies in:
  • performance
  • availability
• Perform regular system checks and preventative maintenance.
• Analyse:
  • error messages
  • configuration files
• Replicate issues in test environments.
• Service request review and classification.

3. Collaboration with Development (L3)

• Escalate bugs requiring code fixes to developers.
• Provide detailed technical analysis to speed up resolution.
• Support deployment validation and release activities.
• Participate in post-incident and service request reviews.

4. Change & Release Support

• Assist in application deployments.
• Validate fixes in staging environments.
• Ensure system stability after releases.
• Coordinate rollback procedures if issues occur.

5. Documentation & Knowledge Management

• Maintain technical documentation:
  • FAQs
  • system diagrams
• Improve support processes based on lessons learned.

6. User & Stakeholder Communication

• Communicate with business users regarding issue status.
• Translate technical issues into understandable language.
• Provide workaround solutions when immediate fixes are not possible.

Tools commonly used

• Ticketing: ServiceNow, Azuredevops

Soft Skills

• Strong analytical thinking
• Problem-solving mindset
• Attention to detail
• Communication skills
• Ability to work under pressure
• Team collaborati