L2 Application Support Engineers @ Clover Infotech

1.Check for available solutions, past incidents

2.Create a Case Knowledge Base

3.Troubleshoot and find a Circumvention

4.Test the Circumvention

5.Raise CRs as needed, get approvals

6.Implement the Circumvention

7.Update Knowledge base

8.Document and Close Incident

9.Develop standard diagnosis methods

10.Review Consolidate case knowledge base

11.Make standard diagnosis available

12.Design Knowledge Base

13.Manage ticket resolution with OEMs if required

14.Derive and implement Self Service Methods

15.Analyze the circumvention done

16.Estimate the effort and communicate

17.Make the database fix

18.Ascertain config and other changes required

19.Test the fix

20.Document the change details

21.Raise CRs as needed for implementing the fix, get approvals

22.Support Implementation

23.Co-ordinate with OEMs for fixes wherever required

24.Document component changes list

25.Conduct incident analysis

26.Find root cause using standard methods

27.Co-ordinate with Dev Team for RCA completion

28.Document RCA findings and register problem

29.Develop standard RCA methods

30.End to end Incident management including investigation and resolution; handover to L3 for any code changes

31.Manage restoration of service

32.Advise workarounds for known issues

33.Deep Problem Management reactive based on incidents, proactive based on analysis, predictive based on tools and algorithms

Where root cause solution will not be available, determine tactical actions to reduce the likelihood of the recurrence of an issue, its impact and ensure procedures are documented for how to deal with the problem including including advice for end users

34.Release Deployment Management including coordination with other teams for synchronized releases and with a release team if not part of the vendors org

This also includes all scripts, run sheets, checklists and any other documents used to run/manage/resolve issues on the system Runbook, check list and support documentation maintenance including knowledge base of known problems and workarounds/solutions Address more complex ad-hoc end-user queries and report requests that can be handled by L1 Provide support to non-application related problems such as data issues, data files, back-outs, restorations etc