All, 2-4 Years
Mumbai
Posted 3 months ago

Job Openings

L2 Application Support Engineers

Experience
2-4 Years

Location
Chennai

Job Description: 

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

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Job Features

Job CategoryApplication Support Professionals SDL, L1,L2
Experience2-4 Years

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