Note: The job is a remote job and is open to candidates in USA. Kodeva LLC is an IT consulting and staffing solutions company. The Senior L2 Application Analyst will provide Level 2 support for cardiology and clinical applications, ensuring service stability, incident resolution, operational excellence, knowledge transfer, transition readiness, and coordination with offshore teams, vendors, and business stakeholders.
Responsibilities
- Provide L2 support for assigned applications within agreed SLA targets
- Provide L2 application support for clinical and ancillary clinical systems, ensuring service stability and timely issue resolution
- Investigate, troubleshoot, and resolve incidents, service requests, and operational issues
- Perform application health checks, monitoring reviews, and operational validations
- Coordinate and track issues requiring escalation to L3 teams, infrastructure teams, or vendors
- Support change, release, deployment, and post-implementation validation activities
- Participate in KT sessions, workshops, shadowing, and reverse shadowing activities
- Capture, validate, and maintain support documentation, SOPs, and runbooks
- Review architecture, interfaces, dependencies, and operational processes during transition
- Maintain KT trackers, action items, and knowledge repositories
- Support transition readiness and service takeover activities
- Own and manage the assigned application portfolio
- Understand application criticality, business impact, dependencies, and support requirements
- Maintain awareness of application lifecycle, upgrades, known issues, and vendor support status
- Track recurring issues, technical debt, risks, and improvement opportunities
- Ensure support documentation and operational knowledge remain current
- Provide functional and technical guidance to offshore support resources
- Review ticket quality, troubleshooting approaches, and resolution effectiveness
- Ensure adherence to incident, change, and problem management processes
- Support team onboarding, cross-training, and knowledge-sharing activities
- Act as the point of contact for application-related operational matters
- Coordinate with business users, application owners, SMEs, and vendors
- Participate in support reviews, operational meetings, and governance discussions
- Facilitate communication during major incidents and high-priority issues
- Manage escalation paths and ensure timely resolution of critical issues
- Identify opportunities to improve support processes and operational efficiency
- Contribute to knowledge base updates and process standardization
- Support root cause analysis and problem management initiatives
- Drive reduction of recurring incidents and SME dependency risks
Skills
- Application Support (L2)
- Healthcare domain experience with mandatory knowledge of EMR or clinical systems. Knowledge of hospital business systems will be an added advantage
- Cardiology application experience is mandatory
- Incident, Service Request, Change & Problem Management
- ITSM Tools (ServiceNow, Remedy, etc.)
- KT, Shadow & Reverse Shadow Experience
- Vendor and Stakeholder Management
- Documentation and Runbook Development
- Team Mentoring and Offshore Coordination
- Strong Troubleshooting and Analytical Skills
Company Overview