L2 Application Support Engineers

Job Summary 1.Check for available solutions, past incidents 2.Create a Case Knowledge Base 3.Troubleshoot and find a Circumvention 4.Test the Circumvention 5.Raise CRs as needed, get approvals 6.Implement the Circumvention 7.Update Knowledge base 8.Document and Close Incident 9.Develop standard diagnosis methods 10.Review Consolidate case knowledge base 11.Make standard diagnosis available 12.Design Knowledge Base 13.Manage ticket resolution with OEMs if required 14.Derive and implement Self Service Methods 15.Analyze the circumvention done 16.Estimate the effort and communicate 17.Make the database fix 18.Ascertain config and other changes required 19.Test the fix 20.Document the change details 21.Raise CRs as needed for implementing the fix, get approvals 22.Support Implementation 23.Co-ordinate with OEMs for fixes wherever required 24.Document component changes list 25.Conduct incident analysis 26.Find root cause using standard methods 27.Co-ordinate with Dev Team for RCA completion 28.Document RCA findings and register problem 29.Develop standard RCA methods 30.End to end Incident management including investigation and resolution; handover to L3 for any code changes 31.Manage restoration of service 32.Advise workarounds for known issues 33.Deep Problem Management reactive based on incidents, proactive based on analysis, predictive based on tools and algorithms Where root cause solution will not be available, determine tactical actions to reduce the likelihood of the recurrence of an issue, its impact and ensure procedures are documented for how to deal with the problem including including advice for end users 34.Release Deployment Management including coordination with other teams for synchronized releases and with a release team if not part of the vendors org This also includes all scripts, run sheets, checklists and any other documents used to run/manage/resolve issues on the system Runbook, check list and support documentation maintenance including knowledge base of known problems and workarounds/solutions Address more complex ad-hoc end-user queries and report requests that can be handled by L1 Provide support to non-application related problems such as data issues, data files, back-outs, restorations etc