L3 Support Analyst

Location: Remote (Mexico-based)

About the Role

We seek a Level 3 Support Analyst to join a global banking project. This role focuses on production support, issue debugging, and providing advanced application support for critical systems. Candidates must have recent hands-on L3 experience, even if they have a strong L2 background historically. This is a technical support role, requiring solid knowledge of core programming concepts but no coding or development activities.

Responsibilities

• Provide L2/L3 production support beyond simple runbook-based troubleshooting.
• Perform debugging of production issues, conduct root cause analysis, and identify recurring patterns.
• Work on automating support processes to improve productivity.
• Manage incident resolution using ticketing tools such as JIRA, ServiceNow, or similar.
• Communicate effectively with DevOps teams and other stakeholders, ensuring two-way feedback.
• Analyze database impacts during incidents (e.g., application downtime, transactional failures).
• Act as an escalation point for real-time incident resolution.
• Create and maintain documentation for production support processes.

Skills and Experience Required

• Production Support
• Strong L2/L3 production support experience (recent experience at L3 is mandatory).
• Debugging production issues and performing impact/root cause analysis.
• Familiarity with patterns in production failures and proactive automation to reduce incidents.
• Proficiency with incident management systems (e.g., JIRA, ServiceNow).

Technical Skills

• SQL: Ability to write complex queries (3–4 table joins, group by, having clauses) and debug stored procedures, views, and triggers.
• Experience supporting database-heavy applications, preferably with Sybase, MySQL, or Oracle.
• Unix/Linux: Experience working in Unix/Linux environments.
• Comfortable writing shell scripts.
• Java OR Python: Understanding of Object-Oriented Programming (OOP) concepts.
• Ability to read and debug code at a basic level to understand business logic and respond to user queries.

Note: Hands-on development experience is not required.

Tools and Platforms

• ServiceNow, JIRA, Remedy (Ticketing Tools)
• Dynatrace, Splunk, Nagios (Monitoring Tools)
• Control-M (Batch Scheduling Tool)
• Linux, Unix Environments
• Oracle, MySQL, Sybase Databases
• Kibana/Elastic Stack for Monitoring and Logs