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