Analyst

Role description

Job Description

Production Support L2

Location : USA (Dallas and Kansas)

Job Summary -

We are seeking a detail-oriented and customer-focused Tier 2 Support Engineer to provide advanced technical support to our clients and internal teams. This role is critical in escalating and resolving issues that cannot be handled at Tier 1, ensuring seamless product functionality and customer satisfaction. They are responsible for troubleshooting problems and providing solutions to technical challenges.

Skills : Java, Microservices, Splunk, Rest API, GraphQL,

Key Responsibilities :

• Investigate and resolve incidents, outages, and performance issues in a timely manner.
• Escalate issues to L3 support or development teams when necessary.
• Manage incidents by prioritizing, selecting appropriate solutions, and ensuring proper logging and tracking.
• Perform root cause analysis (RCA) to identify the underlying causes of issues.
• Implement long-term fixes and preventive measures to prevent recurrence.
• Collaborate with developers for bug fixes, enhancements, and code deployments.
• Work closely with other teams, including L1 and L3 support, development, and infrastructure teams.
• Collaborate with DevOps and engineering teams to ensure smooth operations.
• Follow standard operating procedures (SOPs) and contribute to their improvement.
• Participate in 24 / 7 shift rotations, including weekends and holidays.
• Ensure SLAs are met during on-call support.
• Support, including software bugs, configuration issues, and performance problems.

Years of experience needed -

Technical Skills :

Certifications Needed :

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis' Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis' Service Transformation approach helps 'shrink the core' through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis' core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Equal Opportunity Employer :

Mphasis is an equal opportunity / affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster , view the EEO in the law supplement . To view the pay transparency nondiscrimination provision please click and to view the E-Verify posting click .

Mphasis is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of disability to search and apply for a career opportunity, please send an email to accomodationrequest@mphasis.com and let us know your contact information and th e nature of your request.