Job Description
The role will be responsible in the managing the incidents and problems tickets escalated which includes investigation, resolution identification, impact and root cause analysis, and escalation to different support team for further investigation or resolution implementation. The engineer should also be able to make necessary configuration and bug fixes within the CRM to resolve or provide workaround to production issues.
Duties and Responsibilities:
Provide 3rd line support to production incidents/problems escalated by Level 2 support.
Perform code level investigation and troubleshooting of production incidents and problems
Gather data, tests, and replicate incidents and problems.
Use monitoring and diagnostic tools or run tests to investigate and resolve problems quickly and accurately.
Triaging application issues and helps drive identification of root cause
Gather da...
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