L1 / L2 Support Analyst

Job Title: L1 / L2 Support Analyst (Energy & Utilities Domain)

Location: Dallas, TX (Onsite)

Duration: 12 Months

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 operation

• 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 Require:

• 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