Job Description - L2 Operations Support Analyst

Customer Communications Platforms

We are looking for an experienced L2 Operations Support Analyst to provide production support for Customer Communications Platforms (CCM) , including communication templates, data management components, custom adapters, scripts, integrations, reporting processes, and associated application infrastructure.

The role will provide second-level technical support , perform advanced troubleshooting and performance analysis, manage configuration and template changes, support releases and deployments, coordinate with L3/application teams, and ensure the stability, availability, security, and operational readiness of the platform.

Role Summary

Role: L2 Operations Support Analyst

Domain: Customer Communications Platforms / Customer Communications Management

Experience: 3-4 years

Function: L2 Production Support / Application Operations

Primary Focus: Advanced troubleshooting, performance analysis, template/configuration management, incident resolution, release/deployment support, security compliance, DR, and L3 coordination.

Shift: 24x7/rotational support, as applicable.

Required Skills & Experience

- 3-4 years of experience in L2 application operations, production support, application support, or managed services.
- Relevant experience supporting Customer Communications Management (CCM), or enterprise communication platforms .
- Solid experience in production incident troubleshooting and application support.
- Experience analyzing application and middleware logs.
- Good understanding of SQL and query performance analysis .
- Experience troubleshooting custom adapters, scripts, interfaces, and application components.




- Experience with template-based communication/document generation solutions.
- Experience with application configuration and change management.
- Experience with ITSM processes including Incident, Request, Change, Problem, and Release Management.
- Hands-on experience with tools such as ServiceNow, Jira, or equivalent.
- Working knowledge of Windows/Linux environments.
- Understanding of application/web servers, databases, APIs, certificates, authentication, and connectivity.
- Experience supporting security audits, RBAC, vulnerability/security scans, and compliance activities.
- Experience supporting SIT/UAT/Pre-Prod/Production deployments.
- Experience participating in DR drills and production recovery activities .

Preferred Technical Skills

Experience with one or more of the following is desirable:

- Customer Communications Management (CCM)
- Data adapters and transformation frameworks
- SQL/database performance tuning
- Shell/PowerShell, Linux working knowledge
- Batch scheduling and automation
- Web/application servers
- REST/SOAP APIs
- SSL/TLS certificates
- Authentication and authorization mechanisms
- Monitoring and alerting tools
- CI/CD support
- Security scanning and vulnerability reporting

Key Competencies

- Strong analytical and problem-solving skills.




- Ability to troubleshoot complex production issues independently.
- Strong understanding of application dependencies and integrations.
- Ability to distinguish product defects, application issues, infrastructure issues, and operational issues .
- Strong ownership of incidents and escalations.
- Ability to work effectively with L1, L3, product vendors, infrastructure, database, security, QA, and business teams.
- Strong understanding of change and release governance.
- Good documentation and technical writing skills.
- Ability to work in a high-volume, SLA-driven production environment.
- Strong customer-facing communication and stakeholder management skills.
- Willingness to participate in rotational/24x7 support, deployments, and DR activities as required.

Key Performance Indicators (KPIs)

- L2 incident resolution and restoration within SLA.
- Reduction in recurring incidents and operational deviations.
- Accuracy and effectiveness of root-cause analysis and troubleshooting.
- Timely implementation of approved configuration and template changes.
- Successful completion of releases and deployments.
- Successful DR drill execution.
- Platform performance and capacity monitoring.
- Compliance with security, change, and operational procedures.
- Quality and completeness of technical documentation and knowledge articles.
- Effective escalation and collaboration with L3 and other support teams.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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