Analyst

• Troubleshooting: Investigating and resolving technical issues reported by users or detected through monitoring systems.

• Incident Management: Responding to incidents, identifying root causes, and implementing corrective actions to prevent recurrence.

• Monitoring: Monitoring system performance, availability.

• Documentation: Documenting troubleshooting procedures, incident resolutions, and system configurations to maintain knowledge base.

• Collaboration: Working closely with development teams, other support levels, and stakeholders to address issues and improve system stability.

• Customer Support: Providing technical assistance and support to end-users, including answering queries and resolving issues in a timely manner.

• On-call Support: Being available for on-call support to address urgent issues outside of regular business hours.

• Overall, the role of a Production Support L2 engineer involves ensuring the smooth operation of software systems and promptly addressing any issues that may arise to minimize disruption to business operations.

Must have skills:

• SNOW ITIL Tool.

• Dynatrace monitoring level only.

• Java Support level.

• RPA UiPath.

• Production Support experience.

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