Application Support Level 2

Key Responsibilities

• Handle tickets escalated from Level 1 with accuracy and urgency.
• Resolve or escape unresolved/out-of-scope technical issues from Level 1 within 30 minutes.
• Communicate and update customers on reported issues clearly, promptly, and professionally.
• Act as the key liaison between the Support and Engineering teams.
• Open and manage Git issues for escalated tickets with clear documentation and findings.
• Monitor tickets escalated to Level 3, ensuring timely resolution and regular updates.
• Identify and document recurring issues that can be converted into effective Knowledge Base Articles (KBAs).
• Escalate suspected or confirmed global issues to the Incident Management Team.
• Contribute to expanding Level 1's technical coverage and effectiveness.
• Track and report on tickets exceeding the 15+30-minute SLA across all support levels; provide proposals to improve respon...