L3 support team will be responsible for resolving all product issues. 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 L2 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
