L2 - Application Support

Functional analysis:

• Drive requirements gathering sessions with confidence.

• Ask the right questions to understand in-depth requirements from clients and accurately assess the respective impacts.

• Design a client-centric solution.

• Translate business requirements into technical requirements.

Incident Management:

• Resolve escalated technical issues that have been passed on from Level 1 support.

• Analyze, diagnose, and troubleshoot technical problems related to software systems.

• Escalate unresolved issues to Level 3 support or engineering teams as necessary.

Technical Support:

• Provide advanced support for systems, applications including performing root cause analysis and implementing fixes.

• Assist in the configuration, and maintenance of software.

• Conduct performance tuning and optimization of systems and applications.

Documentation and Reporting:

• Maintain detailed records of incidents, troubleshooting steps, and resolutions in the ticketing system.

• Create and update technical documentation, including knowledge base articles and user guides.

• Prepare regular reports on support metrics, incident trends, and service performance.

Collaboration:

• Work closely with Level 1 support engineers to transfer knowledge and improve overall support processes.

• Collaborate with engineering and development teams to resolve complex issues and implement solutions.

• Coordinate with vendors for hardware or software support and troubleshooting.

Proactive Measures:

• Identify recurring issues and work on preventative measures to minimize future incidents.

• Participate in system upgrades, patches, and maintenance activities.

Customer Interaction:

• Communicate effectively with end-users to understand their issues and provide timely updates on the status of their requests.

Top Must have skills / Primary skills

• Basic programming skills

• Good learning attitude

• Good analytic skills

• Excellent problem-solving skills with a methodological approach to troubleshooting.

• Attention to details

• Good interpersonal skills

• Sense of ownership and initiative

• Self-driven

Good to have skills (Optional)

• Familiar with SQL scripts

• Familiar with SDLC

• Familiar with Microsoft Powerpoint/Excel/Word