Role-L2 Support

Company Overview

Company information is not specified.

Job Summary

The L2 Support role is crucial for continuous platform and job monitoring to ensure system stability and performance. This position requires proactive monitoring and quick response to issues, contributing significantly to the organization's operational efficiency.

Responsibilities

• Cyclically monitor dashboards and logs to ensure system performance.
• Review jobs running status and raise alerts in case of any issues.
• Communicate issues by sending messages and alerts to designated groups when problems are observed on dashboards.
• Handle FreshService tickets: pickup reported issues, review and reproduce the problem, and gather evidence from dashboards and logs.
• Open a Priority bridge involving designated Development and DevOps team members, ensuring all actions are taken within the defined Service Level Agreement (SLA).

Qualifications

• Experience: Minimum of 5 years in a relevant L2 support role.
• Technical Skills: Proficient in monitoring tools, troubleshooting techniques, and incident management.
• Soft Skills: Strong analytical skills, attention to detail, and effective communication abilities.
• Certifications: Relevant certifications in IT support or systems monitoring are preferred.
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

Preferred Skills

• Experience with FreshService or similar ticketing systems.
• Knowledge of DevOps practices and tools.
• Familiarity with cloud platforms and their monitoring solutions.

Experience

• A minimum of 5 years in L2 support, with a focus on monitoring and incident management.

Environment

• Working Hours: 9:30 AM - 7:30 PM EST, including a 30-minute overlap for handover before and after the shift.
• Working Days: Wednesday to Sunday.
• This role operates in a critical environment where most issues are reported during these hours.

Salary

Salary information is not specified.

Growth Opportunities

Opportunities for career advancement are not specified.

Benefits

Benefits are not specified.