Responsible for Level 2 support which includes SOP based work orders, incidents and preliminary investigations.
Undertake and ensure timely resolution of incidents and work orders per SLAs.
Collaborate with Level 1 and Level 3 support teams, and stakeholders.
Ensure timely escalation of issues that cannot be resolved at Level 2 .
Enable L1 teams to be self-sufficient to resolve known issues.
Build application knowledge and be updated on application changes.
Familiarize with monitoring and monitoring tools to proactively identify issues and deep-dive into symptoms/issues for service restoration.