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L2 support- Application

Keywords / Skills : L2 support, J2EE, Java, PL/SQL

2 - 6 years
Posted: 2019-07-11

Industry
IT/Computers - Software
Function
IT
Role
Technical Support Engineer
Posted On
11th Jul 2019
Job Description
Provides Level 2 application support for reported issues and resolve within the stipulated service level agreement (SLA),

which include:

- Understanding of the issue,

- Conduct analysis and investigation to determine root cause(s),

- Provide corrective and preventive solution, and/ or,

- Escalate case to Level 3 or Technical Support for further investigations. - Ensures smooth completion of application batch jobs.

- Work closely with the customer.

- Work on improvements or provide proposals to address recurring issues, close monitoring gaps, and automate/reduce manual work.

- Supports production changes implementation to ensure smooth rollouts.

- Provides after office hours stand-by duty support e.g. 1 week per 1-2 months period and may be activated onsite for urgent issues.

There may be occasions whereby support duties outside the normal working hours will be needed for a short term basis, e.g. during major production implementation or during peak activity periods. Standby allowance, off-in-lieu or equivalent will be given.

- Training & Mentorship will be provided on SOPs, ITSM and Monitoring & Investigation Tools.



About Company

Optimum Solutions, is a full spectrum Software Solutions and a Managed Services Company. The services from Optimum are designed to deliver Enterprise Client-Server/ Multi-tier and Web based solutions across the entire value chain, spanning on-site consulting services to turnkey software projects. Opportunities abound when you work @ Optimum, a World-Class Software Solutions and Service Provider. Our client list includes major Fortune 500 organizations. Our customers are primarily from Banking and Finance, Manufacturing, Distribution, Technology, Service and Healthcare verticals.
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