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
Requirements
Minimum 3 years' experience in L2 support and fixing production issues
Prefer previous knowledge on Banking Domain, Payments Domain, Lifestyle Apps Doma...
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
Requirements
Minimum 3 years' experience in L2 support and fixing production issues
Prefer previous knowledge on Banking Domain, Payments Domain, Lifestyle Apps Doma...
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