Job Summary
1.Check for available solutions, past incidents
2.Create a Case Knowledge Base
3.Troubleshoot and find a Circumvention
4.Test the Circumvention
5.Raise CRs as needed, get approvals
6.Implement the Circumvention
7.Update Knowledge base
8.Document and Close Incident
9.Develop standard diagnosis methods
10.Review Consolidate case knowledge base
11.Make standard diagnosis available
12.Design Knowledge Base
13.Manage ticket resolution with OEMs if required
14.Derive and implement Self Service Methods
15.Analyze the circumvention done
16.Estimate the effort and communicate
17.Make the database fix
18.Ascertain config and other changes required
19.Test the fix
20.Document the change details
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

📌 Application Support Engineers (Delhi)
🏢 Clover Infotech
📍 Delhi