Incident & Problem Management
- Handle L2 incidents escalated from L1 with detailed analysis and troubleshooting.
- Perform root cause identification and provide temporary workarounds when needed.
- Escalate issues to L3 with complete logs, replication steps, and impact analysis.
- Participate in problem management and contribute to permanent fixes.
Service Request & Change Handling
- Process L2-level service requests such as configuration, data checks, minor enhancements.
- Review, validate, and implement approved RFCs following change management procedures.
- Conduct impact assessments and communicate risks clearly.
System Monitoring & Health Checks
- Perform daily/weekly/monthly system checks (logs, performance, jobs, services).
- Monitor integrations, scheduled tasks, and system resources.
- Identify recurring errors and propose preventive actions.
Configuration & Minor Enhancements
- Update configurations according to customer requirements.
- Assist in testing minor enhancements and deployment activities.
- Validate environment after deployments, patches, or upgrades.
Customer Communication
- Interact directly with clients to clarify issues, gather requirements, and provide technical guidance.
- Deliver clear status updates, RCA summaries, and resolution plans.
- Participate in review meetings, discussions, and knowledge‑sharing sessions.
Documentation & Knowledge Management
- Create and maintain SOPs, troubleshooting guides, runbooks, and knowledge base articles.
- Document incident trends and support continuous improvement initiatives.