Please consider below as L2 Support's JD
Role | L2 Operations Support |
Key Responsibilities | Handle escalated issues from L1 support, perform root cause analysis, and resolve recurring or complex problems. |
Ensure timely resolution of incidents while adhering to Service Level Agreements (SLAs). Document troubleshooting steps and resolutions. | |
Use monitoring tools to track the health, availability & performance of microservices and identify bottlenecks or failures. Troubleshoot issues across multiple services and environments. | |
Work closely with development, DevOps & QA to address issues and improve application performance. | |
Lead the severity calls & ensuring effective communication and incident resolution. | |
Provide mentorship to the L1 support team, facilitating knowledge transfer and promoting adherence to best practices | |
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Skills & Qualifications | Strong analytical and problem-solving skills. |
Proficiency in SQL, Linux/Unix & basic network troubleshooting | |
Familiarity with ticketing systems such as Jira and application monitoring tools(Grafana/Kibana). | |
Basic understanding of devops, Shell scripting & API testing | |
Bachelor's degree in Computer Science, Information Technology, or a related field | |
IT certification will be considered as advantage | |
4-6 years of experience in application support, operation support or similar IT roles | |
Work Schedule | This role requires flexibility to work in a 24x7 shift environment, including weekends and public holidays |
Application Confirmation
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