L1 / L2 Support Analyst

Position Summary:

We are seeking experienced L1/L2 Support Analysts with a strong background in the Utilities technology landscape . The candidate will be responsible for providing production support, monitoring, and incident management for critical systems such as ADMS, OMS, CIS , and related integrations. This role is essential to ensure the stability, performance, and availability of key utility applications.

Key Responsibilities:

Provide L1/L2 production support for utility applications including ADMS (Advanced Distribution Management System), OMS (Outage Management System), and CIS (Customer Information System)

Monitor application performance and system health to ensure high availability

Handle incident management , troubleshooting, and resolution within defined SLAs

Perform root cause analysis (RCA) for recurring issues and implement preventive measures

Coordinate with cross-functional teams for issue resolution and system enhancements

Support integration points between utility systems and other enterprise applications

Maintain documentation for support processes, issues, and resolutions

Participate in on-call support rotation as required

Required Skills & Qualifications:

Hands-on experience in L1/L2 support within Utilities domain

Strong understanding of ADMS, OMS, CIS systems and their integrations

Experience with incident management tools (ServiceNow or similar)

Good troubleshooting and analytical skills

Familiarity with system monitoring tools and log analysis

Ability to work in a fast-paced, production support environment