Utilities Application Support Analyst (L1/L2)

Job description:

We are looking for a skilled Application Support Analyst. with experience in the Utilities domain to support mission-critical systems such as ADMS, OMS, CIS, and Work Management platforms. This role requires strong SQL/PLSQL expertise, excellent debugging skills, and the ability to handle production incidents in a high-availability, 24x7 environment supporting grid and customer operations.

Key Responsibilities

                • Provide L1/L2 production support for utility applications (ADMS, OMS, Reports)

                • Monitor grid-supporting applications and ensure high system availability and performance

                • Troubleshoot and resolve issues impacting outage management and service operations

                • Perform SQL/PLSQL-based data analysis to investigate incidents and validate fixes

                • Analyze application logs, interface failures, and data inconsistencies

                • Coordinate with control centers, business users, and IT teams during major incidents

                • Support application deployments, patches, and configuration changes

                • Document runbooks, known errors, and standard operating procedures

• Participate in incident reviews, root cause analysis (RCA), and continuous improvement initiatives

Technical Skills Required

                • Strong hands-on experience with SQL and PL/SQL

                • Basic knowledge of scripting/programming (Shell or Java – added advantage)

                • Experience with debugging, log analysis, and production support tools

                • Understanding of system integrations, APIs, and data flows

                • Familiarity with ticketing tools such as JIRA

Domain Knowledge (Highly Preferred)

                • Understanding of utility systems such as:

                • Advanced Distribution Management Systems (ADMS)

                • Outage Management Systems (OMS)

                • Customer Information Systems (CIS)

                • Meter Data Management (MDM)

                • Basic knowledge of electric distribution concepts (feeders, substations, outages)

                • Awareness of grid operations and utility workflows

Soft Skills

                • Excellent communication skills, especially during high-severity incidents

                • Strong analytical and problem-solving mindset

                • Ability to work effectively under pressure in mission-critical environments

                • Collaborative team player with stakeholder management skills

On-Call & Support Requirements

                • Participate in 24x7 on-call rotation supporting critical utility systems

                • Respond quickly to production incidents affecting grid operations or customer services

                • Ensure strict adherence to SLAs and incident response timelines

                • Willingness to work weekends and during storm/outage events

                • Support major incident bridges and provide timely updates to stakeholders

                • Contribute to post-incident RCA and preventive action planning

Preferred Qualifications

                • Bachelor’s degree in Computer Science, Information Technology, or related field

                • Experience supporting utility clients or energy sector applications

                • Exposure to monitoring tools, automation, and cloud platforms is a plus