IT Support Analyst (2nd line) | f/m/d

As an IT Support Analyst, you will be responsible for providing advanced technical support and operational maintenance for a large-scale insurance portal serving over 3 million customers. The role focuses on incident investigation, root cause analysis, system monitoring, and collaboration with development and infrastructure teams to ensure high availability, performance, and reliability of business-critical applications. How you will get the job done - providing 2nd line technical support for complex incidents and service requests escalated from 1st line support (Customer Call Centre) - investigating and resolving application, integration, and data issues in a high-volume insurance portal environment - performing detailed troubleshooting using logs, monitoring tools, and database queries, conducting root cause analysis, and implementing preventive actions to reducing recurring incidents - monitoring system health, performance, and availability for ensuring SLA compliance - collaborating with development, QA, DevOps, and infrastructure teams for resolving defects and deploying fixes - supporting application releases, patches, and configuration changes in production and pre-production environments - maintaining technical documentation, knowledge base articles, and operational procedure - participating in incident management, including major incident response and post-incident reviews - ensuring data integrity, security standards, and regulatory compliance within the insurance domain - identifying opportunities for automation and continuous service improvement