Job Description
- Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).
- Working on the life-cycle of help desk incidents.
- Resolving the issue based on support documents/knowledge base especially if it falls in to system configurations, restarts etc.
- Assigning the ticket to L3 support if necessary, otherwise, fixing the issue by code changes.
- Maintaining the Knowledge base.
- Guiding customer support teams (MGCC/ SFU) on troubleshooting the issues or guiding to get more clarity on the issues.
- Review information and training available for L1 support.
- Review Application logs for exceptions and find root cause of the issues and work on resolution (self or via L3 support).
- Support DR activities.
- Ability to learn technologies and delivery as per Team's requirements.
- Minimum 3 years’ experience in L2 support and fixing production issues.
- Pref...
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