Opportunity Description
KEY ACTIVITIES AND RESPONSIBILITIES
As aLevel 2 Team Lead, you are accountable for:
Operational Support
· Lead and coordinate level 2 support operations for mission-critical applications and infrastructure
· Provide troubleshooting and diagnostics for incidents escalated from level 1
· Ensure adherence to SLA, system availability
Incident & Problem Management
· Act as incident manager for P1/P2 issues
· Coordinate resolution and communications
· Perform root cause analysis and recommend permanent fixes
· Escalate unresolved issues that required software coding to Level 3 or engineering teams
Change Management
· Perform operational impact assessment
· Part of the CAB to review and approve change
· Pre-Change Preparation such as review Change Request and Release Plan
· Supervise post-change production verification
· Docu...