L2 Support(NCS/Job/ 417)

Key Responsibilities

• Issue Resolution & Troubleshooting:

  • Serve as the escalation point for issues that cannot be resolved at the L1 level.
  • Perform detailed analysis of system logs, error messages, and performance data to diagnose and resolve issues.
  • Collaborate with L3 support, development, and operations teams to address complex problems and implement long-term fixes.

• Monitoring & Incident Management:

  • Proactively monitor systems and applications to identify potential issues before they impact end users.
  • Manage and prioritize support tickets to ensure adherence to Service Level Agreements (SLAs).
  • Document incident resolution steps and maintain a knowledge base to facilitate future troubleshooting.

• Collaboration & Communication:

  • Communicate clearly and effectively with technical and non-technical stakeholders regarding issue status, impact, and resolution progress.
  • Provide feedback and recommendations to improve system stability and support processes.
  • Assist in training L1 support staff by sharing insights and troubleshooting techniques.