L2 support team will be responsible for resolving all production issues, coordinating with product vendors to get Level 3 support when required. They will be responsible for carrying out changes in production environment in accordance with the product vendors SOPs. The tasks involved are as follows:
- Analyze and resolve incidents escalated from L1 team
- Provide Root Cause Analysis in consultation with Product Vendors and take corrective actions to avoid repeat incidents of same nature.
- Consultation with core team for capturing traces (wireshark) analysis on core issues, system issues and RCA.
- In case of failure, perform necessary recovery procedures as per product vendor guidelines
- Analyze capacity utilization and service volume data on regular basis and provide summary insights to product vendors and Architecture teams.
- Escalate issues to L3 teams and coordinate for resolution
- Coordinate integration of new services into OAM environment [ NOC tools and MS process framework ]
- Develop and maintain VAS application inventory including the status of warranty and maintenance contracts with respective suppliers.
- Problem management and Knowledge Base Management
- Implementation of recommendation given in RCA
- Configuration change for pre-approved CRs
- Perform TAB for CR
- Monitoring performance report
- Taking action on performance degradation incidence
- Backup Policy review
- Maintaining CMDB consistency Put Disclaimer Somewhere in DOC for CMDB ,If available )
- ISV review
- Tracking and take action agreed in ISV review
- Incidence analysis
- Tracking and take action in Incidence analysis
- Monitoring template review and update as required
- Client review
- Tracking and take action agreed in Client review
- Take action on audit results
- Support in New node integration template review
- Taking handover from ISV after RTP completion
- Maintain and review SOP for L1 & L0
- Create and maintain Call Flow documents
- Maintain deployment architecture of services
- Monitoring of Backup success failure Report
