Job Title: Service Delivery Analyst / Application Support Specialist (L1/L2)

Job Summary:
Service Delivery Analyst with experience in L1/L2 application support within corporate environments, specialized in incident management, SLA compliance, and troubleshooting of business-critical systems. Proven ability to perform Root Cause Analysis (RCA), coordinate cross-functional teams, and drive process improvements to enhance operational efficiency.

Key Responsibilities:

• Manage incident lifecycle and ensure SLA compliance using ITSM tools (ServiceNow, Jira).
• Provide L1/L2 support for business-critical applications, particularly in supply chain environments.
• Perform troubleshooting, incident analysis, and Root Cause Analysis (RCA).
• Escalate critical issues and coordinate with global technical and business stakeholders.
• Document incidents, solutions, and change requests.
• Support process improvements and optimization of support workflows.
• Deliver end-user training to improve application adoption.
• Ensure adherence to security controls and corporate compliance policies.
• Manage vendor coordination for issue resolution.

Key Skills:

• Incident & Problem Management
• ITSM Tools (ServiceNow, Jira)
• Troubleshooting & RCA
• SLA Management
• Stakeholder Coordination
• Process Improvement
• Technical Support (L1 / L2)

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.