21.Raise CRs as needed for implementing the fix, get approvals
22.Support Implementation
23.Co-ordinate with OEMs for fixes wherever required
24.Document component changes list
25.Conduct incident analysis
26.Find root cause using standard methods
27.Co-ordinate with Dev Team for RCA completion
28.Document RCA findings and register problem
29.Develop standard RCA methods
30.End to end Incident management including investigation and resolution; handover to L3 for any code changes
31.Manage restoration of service
32.Advise workarounds for known issues
33.Deep Problem Management reactive based on incidents, proactive based on analysis, predictive based on tools and algorithms
Where root cause solution will not be available, determine tactical actions to reduce the likelihood of the recurrence of an issue, its impact and ensure procedures are documented for how to deal with the problem including including advice for end users
34.Release Deployment Management including coordination with other teams for synchronized releases and with a release team if not part of the vendors org
This also includes all scripts, run sheets, checklists and any other documents used to run/manage/resolve issues on the system Runbook, check list and support documentation maintenance including knowledge base of known problems and workarounds/solutions Address more complex ad-hoc end-user queries and report requests that can be handled by L1 Provide support to non-application related problems such as data issues, data files, back-outs, restorations etc
📌 Application Support Engineers (Delhi)
🏢 Clover Infotech
📍 Delhi
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