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L2 Support Engineer Jobs

Company

Synechron
Address New York City Metropolitan Area, United States
Employment type FULL_TIME
Salary
Category Financial Services
Expires 2023-05-15
Posted at 1 year ago
Job Description

L2 Roles & Responsibilities:

  • Review 24 hours’ worth of INCs to make sure priority is correct
  • Perform Application Checkouts or ensure L1 team has enough information to provide checkouts
  • Ensure release checklist is completed per release
  • Review JIRAs assigned to you
  • Provide internal communication of outages to decide on the severity of the issue to:
  • Publish meeting minutes of demoes for outstanding items
  • Troubleshoot production defects that can’t be solved by L1 support and provide preliminary root cause analysis, impact, tactical fix when possible
  • Software Release management – TBD
  • Participate in design Reviews and Q&A
  • Periodically provide insights and metrices on production stability and (mean) time to response/resolution
  • Follow-up on ServiceNow aged INCs, over 6 days w/o an update, that are assigned to you
  • Review ServiceNow for active INCs that are assigned to you
  • Provides “ops” requirements from a supportability standpoint to user stories (during grooming or sprint planning)
  • Ensure INCs are associated to problems, belong to you and have the correct status
  • Review and mark as "Resolved" items that can be closed out
  • Close MIM when issue has been corrected and postmortem has been supplied
  • Escalate lack of runbook documentation
  • Enter new P1/P2 into the prod support sheet
  • Escalate issues with thorough documentation on analysis already completed to Scrum team
  • Ensure demos are scheduled for correct days by scrum team
  • Ensure L1 group provides User Communication of P1/P2 issues when appropriate
  • Provide management with acknowledgment that each release is ready to be approved in change management
  • Ensure L1 submits a Major Incident Management MIM) ticket for any outages
  • Review ServiceNow for new P1/P2 assigned to you
  • Organize resources for coverage
  • Review ServiceNow for aged P1/P2 to gather updates
  • Update runbooks /documentation based on troubleshooting steps
  • Mange Releases and communicate with L1 support:
  • Ensure SNOW items that need escalation are linked to problems/JIRAs
  • Review all release notes for designated area
  • L2 Daily Workflow should include:
  • Enter service tickets for issues related to vendor applications
  • Review releases schedule and verify with scrum teams
  • Keep runbooks and knowledge documents updated with latest information
  • Organize and Lead scrum calls for P1/P2 issues (initial and follow up)
  • Document P1/P2 Issues