L2 Application Support Resource

Job ID: 19560824Reference Number: 23-00764Title: L2 Application Support ResourceLocation: Iselin, NJ, 08830Posted Date: 2023-04-21Contact: Deepak KumarContact Email: View email address on click.appcast.io Phone: (551) 795-0621Company: HAN Staffing Troubleshoot production defects that can't be solved by L1 support and provide preliminary root cause analysis, impact, tactical fix when possible Update runbooks /documentation based on troubleshooting steps Document P1/P2 Issues Escalate issues with thorough documentation on analysis already completed to Scrum team Organize and Lead scrum calls for P1/P2 issues (initial and follow up) Enter service tickets for issues related to vendor applications Provide internal communication of outages to decide on the severity of the issue to: Ensure L1 group provides User Communication of P1/P2 issues when appropriate Ensure L1 submits a Major Incident Management MIM) ticket for any outages Close MIM when issue has been corrected and postmortem has been supplied Mange Releases and communicate with L1 support: Participate in design Reviews and Q&A Review releases schedule and verify with scrum teams Ensure demos are scheduled for correct days by scrum team Publish meeting minutes of demoes for outstanding items Review all release notes for designated area Keep runbooks and knowledge documents updated with latest information Escalate lack of runbook documentation Provides "ops requirements from a supportability standpoint to user stories (during grooming or sprint planning) Organize resources for coverage Ensure release checklist is completed per release Provide management with acknowledgment that each release is ready to be approved in change management Perform Application Checkouts or ensure L1 team has enough information to provide checkouts Periodically provide insights and metrices on production stability and (mean) time to response/resolution L2 Daily Workflow should include: Review ServiceNow for active INCs that are assigned to you Follow-up on ServiceNow aged INCs, over 6 days w/o an update, that are assigned to you Review ServiceNow for new P1/P2 assigned to you Review ServiceNow for aged P1/P2 to gather updates Review and mark as "Resolved " items that can be closed out Ensure SNOW items that need escalation are linked to problems/JIRAs Ensure INCs are associated to problems, belong to you and have the correct status Review 24 hours' worth of INCs to make sure priority is correct Review JIRAs assigned to you Enter new P1/P2 into the prod support sheet Software Release management TB