Application support (Level 2)

Application support (Level 2)Full-timeCompany DescriptionWe are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,500 employees operate a network of 2,500 offices and laboratories, working together to enable a better, safer and more interconnected world.Job DescriptionRole OverviewAnApplication Support Level 2 (L2)professional providesadvanced technical supportfor business applications after issues are escalated from Level 1. The role focuses onincident resolution, root cause analysis, system monitoring, service requests classification and collaboration with development teamsto ensure application stability and performance.L2 acts as thebridge between Level 1 support and Level 3 development teams.Key Responsibilities1. Incident & Problem ManagementInvestigate and resolvecomplex application issuesescalated from Level 1 support.Performroot cause analysis (RCA)on recurring incidents.Analyse logs, database queries, and system alerts to diagnose problems.Document solutions and update theknowledge base.Ensure incidents are resolved within definedSLAs (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 & MaintenanceDetect anomalies in:performanceavailabilityPerform regular system checks and preventative maintenance.Analyse:error messagesconfiguration filesReplicate issues intest 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 inpost-incident and service request reviews.4. Change & Release SupportAssist in application deployments.Validate fixes in staging environments.Ensure system stability after releases.Coordinate rollback procedures if issues occur.5. Documentation & Knowledge ManagementMaintain technical documentation:FAQssystem diagramsImprove support processes based on lessons learned.6. User & Stakeholder CommunicationCommunicate with business users regarding issue status.Translate technical issues into understandable language.Provide workaround solutions when immediate fixes are not possible.Tools commonly usedTicketing: ServiceNow, AzuredevopsSoft SkillsStrong analytical thinkingProblem-solving mindsetAttention to detailCommunication skillsAbility to work under pressureTeam collaboratiQualificationsTypical Experience Requirements2–5 years experience in:Application SupportTechnical SupportIT OperationsExperience troubleshooting enterprise applicationsExperience troubleshooting enterprise applicationsAdditional InformationWhy SGS?Global and very stable company, world leader in the TIC (Testing, Inspection and Certification) industry.SGS university and Campus for continuos learning options.Multinational environment where you will work with colleagues from multiple continents.Benefits platform.Join Us:At SGS we believe in innovation, collaboration, and continuous improvement.  We offer a supportive and inclusive work environment that encourages professional growth and personal development.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyJob LocationGoogle Maps requires functional cookies to be enabledI'm interestedI'm interestedPrivacy Notice