Application Support Level 2 (.Net, Angular)

A- Positon Overview

The ideal candidate will be responsible for ensuring the smooth functioning of our software applications by providing timely support to our clients and resolving technical issues as efficiently as possible. They will work closely with Level 1 support to ensure timely resolution of tickets and will escalate complex issues to the Level 3 support team. The candidate should be adept at troubleshooting and have a strong understanding of various software development technologies.

B- Role and Responsibilities

• Provide support for projects released on production, ensuring their uninterrupted and smooth operation during the night shift.
• Handle Level 1 support tickets during the night shift, including diagnosing, troubleshooting, and resolving issues within agreed service level agreements (SLAs).
• Monitor the performance and functionality of the product/system running, ensuring any anomalies or issues are addressed promptly during the night hours. Includes:
  • Data ETL pipelines
  • Background jobs/services
  • APM, Logging
  • etc
• Troubleshoot and resolve technical issues within the scope of Level 2 support expertise, providing comprehensive solutions to clients and stakeholders during the night shift.
• Collaborate closely with the Level 3 support team to escalate complex technical issues that require further analysis and investigation.
• Maintain thorough documentation of support activities, including issue resolution processes, for future reference and knowledge sharing.
• Communicate effectively with clients, stakeholders, and cross-functional teams to provide timely updates on issue resolution and product performance, especially during the night shift.
• Proactively identify opportunities for process improvement and contribute to the enhancement of support services and system performance during the night shift.